Employee Technology Support Analyst

About the Role
You will be responsible for carrying out all aspects of IT Service Desk support to approximately 500 employees in our New York and satellite office, as well as supporting our other global offices as required.
Candidates should be punctual, trustworthy, and able to work independently, managing their time and priorities. Additionally, they must be strong team players who are able to work closely with other support team members. As an Employee Technology Support Analyst, you should possess strong interpersonal and communication skills as well as excellent proven troubleshooting skills. You should also possess a highly proactive "can-do" attitude and be able to manage multiple demands and tight deadlines. This position reports to the Manager of Employee Technology Support in New York.
Job Responsibilities:

• Providing excellent customer service to our employees; by phone, email or walkup
• Ticket management support for our employees within required SLAs
• Multi-factor authentication administration
• Support of audio-visual services and system in our meeting rooms (Zoom)
• Hardware and software support (PC, Virtual and MAC)
• Working with the team leader to provide continual service improvement of our service desk processes and knowledge base
• Ability to quickly acquire an understanding of a technical issue and identify practical resolution options,
• Assess competing priorities, own issues to resolution
• Previous experience with problem solving in a troubleshooting environment
• Maintain asset management database

Requirements (at Least One Year):

• Service Desk experience in a large corporate environment, minimum number of 250 local employees
• Customer service experience, including telephone, email, ticketing and face to face support in a busy environment
• Windows and Mac support, virtual desktops, printers, iOS devices
• Support of Windows 10 Enterprise, Active Directory & Azure Active Directory, Office 365, Okta Verify
• Leadership and project management skills a plus
• Maintain and improve our knowledge bases, both internal and customer-facing, modulating communication based upon the skill level of your audience

This position will include support of our Credit Ratings business with access to secure files and systems. Employees will be required to meet regulatory and internal requirements including completion of mandatory training and annual disclosure of any covered accounts and Reportable securities, certifications, relationships, outside business interests and certain financial information to carry out this role.
Qualifications:

• Certificates are an advantage
• Strong written and oral communication skills
• Strong team player
• Understanding of ITIL framework (optional)

Compensation and Benefits
At Morningstar we believe people are at their best when they are at their healthiest. That's why we champion your wellness through a wide-range of programs that support all stages of your personal and professional life. Here are some examples of the offerings we provide:

• Financial Health
  • 75% 401k match up to 7%
  • Stock Ownership Potential
  • Company provided life insurance - 1x salary + commission

• Physical Health
  • Comprehensive health benefits (medical/dental/vision) including potential premium discounts and company-provided HSA contributions (up to $500-$2,000 annually) for specific plans and coverages
  • Additional medical Wellness Incentives - up to $300-$600 annual
  • Company-provided long- and short-term disability insurance

• Emotional Health
  • Trust-Based Time Off
  • 6-week Paid Sabbatical Program
  • 6-Week Paid Family Caregiving Leave
  • Competitive 8-24 Week Paid Parental Bonding Leave
  • Adoption Assistance
  • Leadership Coaching & Formal Mentorship Opportunities
  • Annual Education Stipend
  • Tuition Reimbursement

• Social Health
  • Charitable Matching Gifts program
  • Dollars for Doers volunteer program
  • Paid volunteering days
  • 15+ Employee Resource & Affinity Groups

Base Salary Compensation Range
$60,395.00 - 102,651.00 USD Annual
Bonus Target %
7.5% Annual
Morningstar's hybrid work environment gives you the opportunity to work remotely and collaborate in-person each week. While some positions are available as fully remote, we've found that we're at our best when we're purposely together on a regular basis, typically three days each week. A range of other benefits are also available to enhance flexibility as needs change. No matter where you are, you'll have tools and resources to engage meaningfully with your global colleagues.
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