Associate Tech Support Analyst

Moody's Corporation; Charlotte (NC); On-site; USD 49,000 - 70,000; Full time

Benefits offered by this job

Health benefits

401(k) with company match

Job summary

Moody's Corporation in the United States seeks an experienced IT Help Desk professional to provide primary end-user support for hardware, software, and office equipment. You will troubleshoot, resolve, and document issues to ensure business continuity.

You will manage incidents and asset lifecycles, drive process improvements, and collaborate with global teams to maintain service levels and a strong customer experience.

Qualifications

• 3+ years of experience in server, desktop, or help desk support.
• Strong troubleshooting for workstations, printers, mobile devices, and VPN software.
• Customer-centric approach to technical assistance for local and remote associates.
• Ability to perform root-cause analysis and prevent recurring issues.
• Clear communication with end-users and stakeholders.
• Understanding of ITIL frameworks and best practices (desired).
• Interest in AI concepts and responsible AI practices.

Responsibilities

• End-User Support & Troubleshooting for hardware, software, and office equipment.
• Incident & Asset Management from installation to resolution, including requests.
• Reporting & Process Improvement to identify trends and prevent issues.

Skills

End-User Support

Hardware & Peripherals

Microsoft Products

MacOS

VPN software

Customer Service

Problem Solving

Communication

AI concepts awareness

Education

Bachelor's degree preferred

MCSE certification desirable

Job description

Skills and Competencies

• 3+ years of experience working in Server, Desktop, and/or Help Desk support is required
• Technical Troubleshooting: Required are strong skills in configuring, installing, supporting, and troubleshooting client workstations, printers, mobile devices, and AV equipment, with expertise in Microsoft Products, MacOS, and VPN software
• Customer Service: Required is a customer-centric approach to providing technical assistance to both local and remote associates, ensuring a positive end-user experience
• Problem Solving: Required is the ability to identify, prioritize, and resolve reported problems within service level agreements, including conducting root-cause analysis to prevent recurring issues
• Communication & Relationship Management: Required is the ability to develop strong relationships with end-users and stakeholders, providing timely follow-up and clear communication on all support issues
• IT Service Management: Desired is a working knowledge of ITIL® frameworks and best practices
• Basic understanding of artificial intelligence concepts, with curiosity and enthusiasm for learning how AI tools can be used to improve processes and drive efficiency. Interest in exploring AI systems and a willingness to develop awareness of responsible AI practices, including risk management and ethical use

Education and Certifications

• Bachelor's degree is preferred
• MCSE certification is highly desirable

Responsibilities

Provide technical services to internal customers by identifying, prioritizing, and confirming resolution of reported problems within specified service level agreements, ensuring company values are demonstrated in all day-to-day activities.

• End-User Support & Troubleshooting: Provide primary technical support for Moody's associates, addressing issues related to hardware (workstations, printers, mobile devices), software (Microsoft Products, MacOS, VPN, proprietary applications), and office equipment to ensure business continuity
• Incident & Asset Management: Manage the full lifecycle of support issues, ensuring all phases—from installation and upgrades to configuration and resolution—are properly coordinated, monitored, and tracked. Fulfill hardware and software service requests
• Reporting & Process Improvement: Analyze support data to identify trends and perform root-cause analysis on significant problems. Report on findings and implement preventative measures to reduce recurring issues and provide feedback to leadership on service improvement opportunities

About the Team

The Technical Support Group (TSG) is a dynamic, globally connected team dedicated to delivering both in-person and remote end-user support across Moody's worldwide offices. Team members collaborate daily within their regions and across borders, sharing insights on emerging trends and ensuring global policies are consistently upheld at a local level. At the heart of everything we do is a commitment to delivering an outstanding customer experience and continuously improving our service through open feedback and innovation.

For US-based roles only: the anticipated hiring base salary range for this position is$48,500.00-$70,250.00, depending on factors such as experience, education, level, skills, and location. This range is based on a full-time position. In addition to base salary, this role is eligible for incentive compensation. Moody’s also offers a competitive benefits package, including not but limited to medical, dental, vision, parental leave, paid time off, a 401(k) plan with employee and company contribution opportunities, life, disability, and accident insurance, a discounted employee stock purchase plan, and tuition reimbursement.

Moody’s is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, sex, gender, age, religion or creed, national origin, ancestry, citizenship, marital or familial status,sexual orientation, gender identity, gender expression, genetic information, physical or mental disability, military or veteran status, or any other characteristic protected by law. Moody’s also provides reasonable accommodation to qualified individuals with disabilities or based on a sincerely held religious belief in accordance with applicable laws. If you need to inquire about a reasonable accommodation, or need assistance with completing the application process, please email [e-mail]. This contact information is for accommodation requests only, and cannot be used to inquire about the status of applications

For San Francisco positions, qualified applicants with criminal histories will be considered for employment consistent with the requirements of the San Francisco Fair Chance Ordinance.

This position may be considered a promotional opportunity, pursuant to the Colorado Equal Pay for Equal Work Act.

Candidates for Moody's Corporation may be asked to disclose securities holdings pursuant to Moody’s Policy for Securities Trading and the requirements of the position. Employment is contingent upon compliance with the Policy, including remediation of positions in those holdings as necessary.