Senior Analyst - IT Support

Marsh McLennan•Nashville, TN

5d•Hybrid

About The Position

We are seeking a talented individual to join our team at Marsh. This role will be based in Nashville. This is a hybrid role that has a requirement of working five days a week in the office. We are seeking a Senior Analyst - IT Support that will provide end-user IT support to colleagues through in-person, phone, and virtual channels, resolving incidents and service requests for laptops and other MMC devices and technologies. The position includes building, deploying, reconfiguring, troubleshooting, and repairing hardware and software, documenting work accurately in the incident management system, and escalating or routing issues to the appropriate resolver groups when needed. It also involves proactive support through digital monitoring tools, partnership with engineering teams to remediate at-risk devices, training and knowledge sharing, participation in projects, and occasional after-hours support, training, time tracking, and travel as required.

Requirements

Associate or bachelor degree
5 years of experience in desktop repair and troubleshooting hardware and devices
Experience with ticketing systems such as ServiceNow
Proficient communication skills being able to document incidents and resolutions

Nice To Haves

Familiarity with DNS, SLAs, BSOD terminology
Ability to coordinate escalations accordingly collaborating with cross-functional teams
Experience using the NexThink application to support day-to-day operational or service-related tasks
Familiarity with Applied Epic or similar insurance industry systems, with the ability to navigate and support related workflows
Experience coordinating warranty or guarantee cases with OEM providers, including follow-up, documentation, and resolution tracking

Responsibilities

Provide end-user IT support to colleagues through multiple channels, including in-person support, phone assistance, and virtual walk-ups (Zoom).
Build, deploy, and support laptops and other end-user devices; install, maintain, troubleshoot, and repair MMC hardware, software, and mobility technologies.
Respond to and resolve incidents and service requests; assess impact, prioritize appropriately, and escalate with the required level of urgency.
Reconfigure existing laptops and perform tune-up services, including quick fixes and device re-imaging, as required.
Document all issues and resolutions in accordance with standard operating procedures, ensuring accurate and complete ticket records.
Proactive support through digital monitoring tools.
Partnership with engineering teams to remediate at-risk devices.
Training and knowledge sharing.
Participation in projects.
Occasional after-hours support, training, time tracking, and travel as required.