Senior Analyst - IT Support

Marsh McLennan • Orlando, FL

20d • Onsite

About The Position

We are seeking a talented individual to join our team at MMC. This role will be based in Orlando, FL . This position will require the selected employee to work in the office on a full time basis five days per week. In this role, you will be instrumental in providing technical support across multiple lines of business, ensuring effective diagnosis, troubleshooting, and resolution of software and hardware-related issues. We will count on you to: Deliver technical support to colleagues through various channels (in-person, phone, virtual) while adhering to agreed KPIs and SLAs. Proactively communicate and follow up on incidents and requests, ensuring timely resolution and escalation as needed. Assist with the setup, maintenance, and troubleshooting of all MMC hardware, software, and mobility technology. Log and document all issues according to standard operating procedures and use the MMC Tech incident management system for tracking. Collaborate with engineering teams to proactively identify and remediate at-risk devices and systems. Provide training and knowledge sharing on MMC systems to maximize functionality and usage. Participate in administrative tasks, including time tracking and compliance with training requirements.

Requirements

• A minimum of an associate's degree in a technology-related discipline, or a combination of work experience, education, and training equivalent to a two-year college in a technology-related discipline.
• 3+ years of experience in a technical support role with a strong troubleshooting background.
• Strong knowledge of industry-standard desktop operating systems and software.
• Excellent organizational, prioritization, and customer service skills.
• Effective verbal and written communication abilities.
• Ability to work independently and adapt to a changing environment.

Nice To Haves

• Relevant industry certifications and ITSM understanding.
• Experience working with local and remote teams across different time zones.
• Willingness to work occasional evenings and weekends for emergencies.

Responsibilities

• Deliver technical support to colleagues through various channels (in-person, phone, virtual) while adhering to agreed KPIs and SLAs.
• Proactively communicate and follow up on incidents and requests, ensuring timely resolution and escalation as needed.
• Assist with the setup, maintenance, and troubleshooting of all MMC hardware, software, and mobility technology.
• Log and document all issues according to standard operating procedures and use the MMC Tech incident management system for tracking.
• Collaborate with engineering teams to proactively identify and remediate at-risk devices and systems.
• Provide training and knowledge sharing on MMC systems to maximize functionality and usage.
• Participate in administrative tasks, including time tracking and compliance with training requirements.

Benefits

• We help you be your best through professional development opportunities, interesting work and supportive leaders.
• We foster a vibrant and inclusive culture where you can work with talented colleagues to create new solutions and have impact for colleagues, clients and communities.
• Our scale enables us to provide a range of career opportunities, as well as benefits and rewards to enhance your well-being.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree
• Number of Employees: 5,001-10,000 employees