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About the Role
Marsh is seeking a Senior Analyst – IT Support to provide hands-on and remote support to colleagues via in-person, phone, and virtual channels. This role involves assisting with laptop builds, hardware/software troubleshooting, onboarding/offboarding, asset management, and incident resolution. The analyst will accurately log, track, and escalate issues using incident management systems, ensuring timely follow-up and hand-offs to technical teams. Occasional weekend or after-hours work, travel, ongoing training, and time tracking may be required.
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 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).
Requirements
- 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.
Skills
- Microsoft Deployment Toolkit
- SCCM/Endpoint Configuration Manager
- JAMF
- Intune
- Microsoft 365
- Teams
- Zoom
- ServiceNow
- Jira Service Management
- Zendesk
- CompTIA A+
- Network+
- Microsoft 365 Certified
- Apple ACMT/ACSP
- Nexthink
Location
- San Francisco
Work Type
- On-site
- Full-time
Experience Level
- Senior
Education Level
- CompTIA A+
- Network+
- Microsoft 365 Certified
- Apple ACMT/ACSP
Salary/Compensations
- $53,700 to $109,100
Benefits
- Health and welfare benefits
- Tuition assistance
- 401K savings and other retirement programs
- Employee assistance programs
About the Company
- Marsh 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.
Equal Opportunity
- 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 reasonableaccommodations@marsh.com.