Senior Analyst - IT Support

Senior Analyst – IT Support Location: San Francisco – on-site role, five days a week. Occasional weekend or after‑hours work, travel, ongoing training, and time tracking may be required. Overview: Provide hands‑on and remote support to colleagues via in‑person, phone, and virtual channels. Assist with laptop builds, hardware/software troubleshooting, onboarding/offboarding, asset management, and incident resolution. Log, track, and escalates issues using MMC’s incident management systems, ensuring timely follow‑up and warm hand‑offs to appropriate technical teams. Responsibilities 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 and ensuring compliance with security policies while adhering to SLAs. Partner proactively with engineering teams to identify and remediate at‑risk devices, deliver 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). Qualifications 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, escalates 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 non‑technical stakeholders. Benefits Competitive total rewards package including health and welfare benefits, tuition assistance, 401(k) savings, and other retirement programs as well as employee assistance programs. Professional development opportunities, interesting work, and supportive leaders. Vibrant and inclusive culture where you can work with talented colleagues to create new solutions and have an impact on colleagues, clients, and communities. Competitive base salary range of $53,700 to $109,100, determined by experience, skills, training, location, certifications, education, and applicable minimum wage requirements. The base pay may be supplemented by performance‑based incentives. Marsh is committed to a diverse, inclusive, and flexible work environment. We aim to attract and retain the best people and embrace diversity of all characteristics protected by law. If you have a need that requires accommodation, please let us know by contacting View email address on click.appcast.io. #J-18808-Ljbffr