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.

• 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).

• 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 (Service Now, 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.

• 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 Service Now.
• 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.

• 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 reaso