Employee Technology Support Analyst

Fueling the technologies that drive our products and support our company’s infrastructure, the Technology team consists of talented engineers, network architects, security specialists, and IT professionals who help make technology one of Morningstar’s core strengths. Though our technologists represent a range of skills and knowledge bases, they all view technology as a craft and care deeply about creating delightful user experiences. From Agile methodologies to mobile applications and software as a service delivered from our private cloud, we push technology’s boundaries to build scalable, elegant solutions that help investors reach their financial goals. 

Morningstar Europe Ltd is seeking a Employee Technology Support Analyst to work within the European Desktop Support team. You will be responsible for carrying out all aspects of desktop support to approximately 650 users in our 13 EMEA offices. This position will be in our Madrid office. 

Candidates should be 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 a desktop 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.  

Responsibilities: 

•    Incident management – diagnose, resolve and close incidents. Desktop support may be provided in person or remotely. 
•    Work to identify opportunities to improve or enhance support activities. 
•    Provide first class customer service to Morningstar’s employees.  
•    Resolve and own technical problems until resolution. 
•    Escalate to management/senior engineers as required. 
•    Support of desktop environments (Windows and macOS), mobile devices and core applications. 
•    Imaging and installation of workstations. 
•    Maintain asset management database. 
•    Support of audio visual services and systems in our meeting rooms, including video conferencing, audio conferencing, web conferencing, projectors, Crestron controllers, Apple TV, Barco Clickshare and Zoom Rooms technology. 
•    Collaborate with more experienced technicians to solve complex computer and network connectivity problems. 
•    Serves as a technical resource on projects as required. 
•    Develop process and support documentation. 
•    Provide training, guidance and technical assistance where necessary to other technical support staff.

Requirements: 

•    Excellent customer service skills.
•    Experience of supporting and using Windows 10 Enterprise, MacOS, Active Directory, Microsoft Office 365 and Symantec Endpoint Protection.
•    Have a flexible attitude to meet tight deadlines.
•    Microsoft Exchange 2010/O365 administration
•    FTP account administration and troubleshooting
•    ITIL Foundation v3 Certificate in IT Service Management
•    iOS and Android Handset Support
•    RSA SecurID software tokens or equivalent
•    Microsoft System Centre Configuration Manager (SCCM)
•    Experience using JAMF Pro would be an advantage.
•    FTP account administration

Bonus Target:

We expect the compensation and target bonus for this role to fall within the stated range. The specific compensation offered will depend on the candidate’s qualifications, experience, and other job-related factors.

Morningstar's hybrid work environment gives you the opportunity to collaborate in-person each week as we've found that we're at our best when we're purposely together on a regular basis. In most of our locations, our hybrid work model is four days in-office 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.