Senior Analyst - IT Support

Marsh McLennan•San Francisco, CA

3d•$53,700 - $109,100•Onsite

About The Position

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.

Requirements

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.

Nice To Haves

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.

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).