Associate Tech Support Analyst

Archer; Charlotte (NC); On-site; USD 49,000 - 70,000; Full time

Benefits offered by this job

Medical

Dental

Vision

Parental leave

Paid time off

401(k) plan with employer contribution

Life insurance

Disability insurance

Accident insurance

Employee stock purchase plan

Tuition reimbursement

Job summary

Moody's Corporation is seeking a skilled IT Help Desk professional to support internal users across hardware, software, and network services, ensuring business continuity and high user satisfaction. You will handle incidents, asset management, and service requests, delivering timely resolutions in alignment with SLAs.

The role requires 3+ years of experience in IT support, strength in Microsoft products, MacOS, VPN, and a customer-centric approach.

Qualifications

• Bachelor's degree preferred.
• MCSE certification highly desirable.
• 3+ years of experience in server, desktop, and/or help desk support.
• Strong troubleshooting across Windows, MacOS, VPN, and office software.
• Customer-centric end-user support for local and remote associates.
• Ability to prioritize issues within SLAs and perform root-cause analysis.
• Interest in AI concepts and responsible AI practices.

Responsibilities

• Provide primary technical support for Moody's associates, addressing hardware, software, and network issues to ensure business continuity.
• Manage incident and asset lifecycles, coordinating installs, upgrades, configurations, and resolutions.
• Analyze support data, identify trends, and implement preventative measures; report findings and drive service improvements.

Skills

Help desk support

Troubleshooting

Customer service

Problem solving

Communication

ITIL familiarity

AI concepts interest

Education

Bachelor's degree preferred

MCSE certification desirable

Tools

Microsoft Products

MacOS

VPN software

ITIL framework knowledge

Job description

Archer is collaborating with Moody's Corporation to connect them with exceptional professionals for this role.

At Moody's, we unite the brightest minds to turn today's risks into tomorrow's opportunities. We do this by striving to create an inclusive environment where everyone feels welcome to be who they are-with the freedom to exchange ideas, think innovatively, and listen to each other and customers in meaningful ways. Moody's is transforming how the world sees risk. As a global leader in ratings and integrated risk assessment, we're advancing AI to move from insight to action- enabling intelligence that not only understands complexity but responds to it. We decode risk to unlock opportunity, helping our clients navigate uncertainty with clarity, speed, and confidence.

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.

Benefits and Compensation

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.

• medical
• dental
• vision
• parental leave
• paid time off
• a 401(k) plan with employee and company contribution opportunities
• life
• disability
• accident insurance
• a discounted employee stock purchase plan
• 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.