Senior Analyst - IT Support

Company: Marsh Description: We are seeking a talented individual to join our team at Marsh. This role will be based in San Francisco. This is an on-site role that has a requirement of working five days a week in the office. We are seeking a Senior Analyst – IT Support to provide hands-on and remote support to colleagues in-person, phone, and virtual channels, assisting with laptop builds, hardware/software troubleshooting, colleagues onboarding and offboarding, asset management, and incident resolution. Accurately logs, tracks, and escalates issues using the incident management systems, ensuring timely follow-up and warm hand-offs to the appropriate technical teams. This role may require occasional weekend or after-hours work, travel, ongoing training, and time tracking in line with business requirement. We will count on you to: Provide technical support to local and remote colleagues through in-person, phone, and virtual channels, resolving end-user computing issues, network access, Audio/Video, printing, and collaboration tools. Diagnose and resolve level 1 and level 2 hardware and software incidents (workstations, laptops, docking stations, mobile devices, peripherals), acting as the onsite escalation point to ensure high service availability and excellent end-user experience. Build, reconfigure, maintain, troubleshoot, and repair laptops and other MMC devices, including quick tune-ups and re-imaging as required, responding to incidents and service requests promptly. Document, track, and monitor all support cases in MMC Tech incident management systems, following standard operating procedures ensuring compliance with security policies while adhering to SLAs. Partner proactively with engineering teams to identify and remediate at-risk devices, delivers training and knowledge sharing to improve system usage, and support assigned projects as needed. Ensure compliance with security policies (physical security, device encryption, asset tagging, access controls). What you need to have: 3+ years of hands-on IT support experience with at least 1–2 years in an onsite or field-support role. Experience with desktop imaging/provisioning tools (e.g., Microsoft Deployment Toolkit, SCCM/Endpoint Configuration Manager, JAMF, Intune). Proficient with common enterprise collaboration platforms (Microsoft 365, Teams, Zoom), printer management, and AV systems. Experience with ITSM tools and ticketing systems (ServiceNow, Jira Service Management, Zendesk). Demonstrated ability to coordinate vendor services and manage onsite hardware logistics. Excellent verbal and written communication skills; strong customer service orientation. Ability to work independently onsite, escalate appropriately, and coordinate cross-functional resources. Ability to oversee, track, and analyze performance metrics to support service delivery and continuous improvement. Strong problem-solving ability, quick learner, and able to troubleshoot technical issues across cloud and on-prem environments. What makes you stand out: Certifications such as CompTIA A+, Network+, Microsoft 365 Certified, Apple ACMT/ACSP, or relevant vendor/AV certifications. Experience supporting global offices or multi-site environments (with asset management systems and IT inventory processes). Familiarity with security controls (disk encryption, MDM, conditional access). Exposure to End User Digital Experience software such as Nexthink Why join our team: We help you be your best through professional development opportunities, interesting work and supportive leaders. We foster a vibrant and inclusive culture where you can work with talented colleagues to create new solutions and have an impact on colleagues, clients and communities. Our scale enables us to provide a range of career opportunities, as well as benefits and rewards to enhance your well-being. Marsh (NYSE: MRSH) is a global leader in risk, reinsurance and capital, people and investments, and management consulting, advising clients in 130 countries. With annual revenue of over $27 billion and more than 95,000 colleagues, Marsh helps build the confidence to thrive through the power of perspective. For more information, visit corporate.marsh.com, or follow us on LinkedIn and X. Marsh is committed to embracing a diverse, inclusive and flexible work environment. We aim to attract and retain the best people and embrace diversity of age background, disability, ethnic origin, family duties, gender orientation or expression, marital status, nationality, parental status, personal or social status, political affiliation, race, religion and beliefs, sex/gender, sexual orientation or expression, skin color, veteran status (including protected veterans), or any other characteristic protected by applicable law. If you have a need that requires accommodation, please let us know by contacting View email address on click.appcast.io. The applicable base salary range for this role is $53,700 to $109,100. The base pay offered will be determined on factors such as experience, skills, training, location, certifications, education, and any applicable minimum wage requirements. Decisions will be determined on a case-by-case basis. In addition to the base salary, this position may be eligible for performance-based incentives. We are excited to offer a competitive total rewards package which includes health and welfare benefits, tuition assistance, 401K savings and other retirement programs as well as employee assistance programs.