Associate Tech Support Analyst

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…