Technical Support Analyst

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. 

If you are excited about this opportunity but do not meet every single requirement, please apply! You still may be a great fit for this role or other open roles. We are seeking candidates who model our values: invest in every relationship, lead with curiosity, champion diverse perspectives, turn inputs into actions, and uphold trust through integrity. 

Skills and Competencies

• 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

Education

Bachelor’s degree is preferred.
5+ years of experience working in Server, Desktop, and/or Help Desk support is required.
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 (60%): 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 (20%): 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 (20%): 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 Analyst (TSA) is part of a global team of 100 members who provide both in-person and remote end-user support. The team collaborates daily within their offices and across regions, sharing information on trending issues and enforcing global policies at a local level. Key to the team’s success is always striving to provide an outstanding customer experience and providing feedback to leadership on ways to improve our service.

The standard work week is 35 hours, Monday to Friday, with onsite support hours from 08:00 to 16:00 or 09:00 to 17:00. Flexibility to work occasional late or weekend shifts to support events or critical issues is required. Occasional travel may also be necessary.

For US-based roles only: the anticipated hiring base salary range for this position is $60,000 -  $85,000, 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 accommodations@moodys.com. 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.

Click here to view our full EEO policy statement. Click here for more information on your EEO rights under the law. Click here to view our Pay Transparency Nondiscrimination statement. Click here to view our Notice to New York City Applicants.
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.

For more information on the Securities Trading Program, please refer to the STP Quick Reference guide on ComplianceNet

Please note: STP categories are assigned by the hiring teams and are subject to change over the course of an employee’s tenure with Moody’s.