Technical Support Analyst

Moody’s is a developmental culture where we value candidates who are willing to grow. So, if you are excited about this opportunity but don’t meet every single requirement, please apply! You may be a perfect fit for this role or other open roles.

Moody's is a global integrated risk assessment firm that empowers organizations to make better decisions.

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Department/Team:

Moody's TSG is the largest department of Moody's Shared Services. It provides end-to-end technology solutions for Moody's Investors Service and Moody's Shared Services, as well as infrastructure for Moody's Analytics. The development and ongoing support of key ratings and enterprise systems ensure the company's premier standing among credit rating agencies and enable its evolution among regulatory and business demands. TSG continuously seeks talented individuals to drive the execution of its technology roadmap, which offers exciting career opportunities in program management, business analysis, enterprise architecture, software development, quality assurance, IT risk management, vendor management, technology operations, and service management.

Objective:

Provide technical services to internal customers by identifying, prioritizing, and confirming the resolution of reported problems within specified service level agreements. Ensuring that the company TSG (Technology Services Group) values are demonstrated in all daily activities to meet business needs.

Functional Responsibilities: Specific responsibilities for this position include:

• Facilitating problem-solving and collaboration
• Providing Technical Support in a MAC IOS, Windows 10 environment & O365
• Provide local and remote business support / technical assistance to Moody's associates, using Microsoft Office, Microsoft Outlook, VPN software, and various proprietary applications.
• To provide client Audio Visual onsite meeting room support services, to include system operation, troubleshooting and maintenance of electronic communication systems including but not limited to video conferencing, meeting room support, Event support and control systems.
• Responsible for the safe and correct diagnosis of faults, removal, 1st line repair, test, and operation of all aspects of audio visual, video conference, display, and presentation technologies.
• Correct operation of meeting room AV systems in the most efficient and effective manner to ensure minimum down time and maximum performance.
• To ensure a prompt, courteous and appropriate response to all customer requests for assistance, support, short timeframe requests and room administration, working to defined service level agreements and within contractual timeframes / frameworks working directly alongside other front of house services.
• Configuring, installing, supporting, troubleshooting, and repairing client workstations, printers, mobile devices, audio, video, and office equipment.
• Recognizing problem areas, developing pro-active solutions, and complying with IT operational performance metrics and Service Level Agreements.

Scope/Supervision and Interaction:
Role exposed to heavy customer interaction. Frequently interacts with supervisors and/or functional peer group managers, involving matters between functional areas, other company divisions or units, or customers and the company.

Qualifications:

Minimum education and work experience required for this position include:

• Associate degree in a related field or equivalent experience.
• Typically requires 2-4 years of experience in desktop support or a related field.
• Proficiency in Windows and Mac operating systems.
• Knowledge of common software applications and their use in a business environment.
• Strong communication and customer service skills.
• Ability to work independently and as part of a team.

The key competencies for this position include:

• The ability or the potential to take on tasks of moderate complexity.
• Must be perceived as a team player and a positive contributor by his/her peers.
• Demonstrated willingness to go beyond the normal job requirements.
• Experience in computer and peripheral hardware replacement and repair
• The ability to complete all tasks and projects in a timely manner.
• The ability to complete assigned work effectively and efficiently within the established SLA time. (i.e., incidents, tasks, and other workflows.)
• The ability to conduct themselves maturely and professionally towards users and co-workers (accountability, use of good judgment, providing proper follow-up)
• Known as a motivated team player who can work with minimal supervision.
• Working knowledge of Microsoft Windows 10.
• Working knowledge of Microsoft Office 365 (Word, Excel, PowerPoint, OneDrive, and Outlook).
• Familiarity with Windows installer and desktop management suites such as SCCM\Intune\Auto Pilot
• Working knowledge of Audio-Visual technologies including but not limited to Cisco, Polycom, Neat, Crestron, Extron and DTEN.
• The ability to work with clients to provide high quality Technical Support for events in meeting rooms/event spaces.
• Understanding of network protocols including DNS, Cisco Telephony, and equipment (routers/switches)
• Knowledge of mobile technology, including Android and iOS
• Working knowledge of MAC OS (Operating Systems) and functionality in an Enterprise environment.
• Working knowledge of enterprise-level networking and troubleshooting.
• Working knowledge of cloud services (i.e., AWS (Amazon Web Services), Azure, Zoom & Teams)
• Will be asked to work after hours and weekends to assist with BAU, MOPs, and Outages.

Moody’s is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status, sexual orientation, gender expression, gender identity or any other characteristic protected by law.
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.