Senior Analyst - IT Support

Company:Marsh

Description:

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.

We will count on you to:

• 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.

What you need to have:

• 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

What makes you stand out:

• 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

Why join our team:

• 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 an impact on 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.

Marsh (NYSE: MRSH) 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.

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 [email protected].