Employee Technology Support Analyst

Morningstar is seeking an Employee Technology Support Analyst to join our IT Service Desk team, providing support to approximately 2000 employees at our Chicago office and assisting with global office support as required. This role requires a self-motivated, reliable, and collaborative individual with strong customer service and technical troubleshooting skills. You will be the first point of contact for employees needing technology support, from phone calls and emails to in-person assistance.

Job Responsibilities:

• Customer Service Support: Provide high-quality support to employees via phone, email, or at our Service Bar.
• Ticket Management: Manage employee support tickets within required SLAs, ensuring timely resolution.
• Multi-Factor Authentication: Administer multi-factor authentication setups.
• Audio-Visual Support: Provide support for audio-visual systems (Zoom) in meeting rooms.
• Hardware & Software Support: Support for PCs, virtual desktops, Macs, printers, and iOS devices.
• Service Improvement: Collaborate with the team leader to improve service desk processes and knowledge base.
• Troubleshooting: Identify technical issues, assess competing priorities, and offer practical solutions.
• Asset Management: Maintain and update the asset management database.
• FTP Requests: Create and manage FTP requests as needed.

Qualifications and Experience:

• Minimum 1 Year Experience in a Service Desk or IT support role, ideally in a large corporate environment with over 1000 employees.
• Customer Service Experience: Providing support via phone, email, ticketing systems, and face-to-face interaction in a busy environment.
• Technical Proficiency:
  • Windows 10 Enterprise, Active Directory, Azure AD, Office 365, Okta Verify, and Mac OS support.
  • Experience with virtual desktops, printers, and iOS devices.
• Problem-Solving: Proven ability to quickly identify and resolve technical issues.
• Communication Skills: Strong written and verbal communication skills, including the ability to modulate communication for different skill levels.
• Team Player: Ability to work effectively within a team environment and contribute to team success.
• Optional Qualifications:
  • Understanding of ITIL framework.
  • Leadership or project management skills.
  • Relevant IT certifications.

Additional Responsibilities:

• Security Compliance: This role includes supporting the Credit Ratings business with secure files and systems. Employees must meet regulatory and internal requirements, including mandatory training and annual disclosures regarding covered accounts and financial information.

Benefits:

Morningstar offers a hybrid work environment, allowing you to work remotely while engaging with colleagues in person three days a week. Additional benefits are available to enhance flexibility based on personal and professional needs.