Senior Analyst - IT Support

Senior Analyst – IT Support

We are seeking a talented individual to join our team at MMC. 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 MMC's 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:

• 3–5+ 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).
• Familiarity with ticketing systems such as ServiceNow
• Exposure to End User Digital Experience software such as Nexthink
• Good verbal and written communication skills, able to collaborate effectively with technical and nontechnical stakeholders.

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.