Senior Analyst - IT Support

The Senior Analyst, IT Support role at Marsh supports colleagues with end-to-end diagnosis, troubleshooting, and resolution of software and hardware issues across multiple lines of business in Dallas, TX.

Role Overview

This is a full-time onsite position focused on delivering reliable technical support through multiple contact channels. The Senior Analyst, IT Support uses established processes, responds to incidents and requests, and maintains accurate documentation while supporting both day-to-day technology needs and escalation requirements.

Responsibilities

• Provide technical support to colleagues via in-person, phone, and virtual channels, meeting agreed KPIs and SLAs.
• Communicate proactively on incidents and requests, ensuring timely resolution and appropriate escalation when needed.
• Support the setup, maintenance, and troubleshooting of MMC hardware, software, and mobility technology.
• Log and document issues in accordance with standard operating procedures and track items in the MMC Tech incident management system.
• Partner with engineering teams to identify and remediate at-risk devices and systems.
• Deliver training and knowledge sharing on MMC systems to improve functionality and adoption.
• Complete administrative activities, including time tracking and ensuring compliance with training requirements.

Requirements

• An associate’s degree in a technology-related discipline, or an equivalent combination of work experience, education, and training aligned with a two-year college in a technology-related discipline.
• 3 to 5 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 skills.
• Ability to work independently and adapt to a changing environment.

Technology

• MMC Tech incident management system

What Will Make You Stand Out

• Relevant industry certifications and understanding of ITSM.
• Experience supporting local and remote teams across different time zones.
• Willingness to work occasional evenings and weekends for emergency coverage.

Work Setup and Location

• Full-time onsite role with five days per week in the office.
• Flexibility to travel between the Dallas Main / Victory Avenue and Dallas Noel offices as needed.
• Marsh colleagues are expected to be in their local office or working onsite with clients at least three days per week.
• Office-based teams will designate at least one anchor day per week when the full team is together in person.

Why Join Our Team

• Professional development opportunities, interesting work, and supportive leaders.
• An inclusive culture with talented colleagues working to create solutions that impact colleagues, clients, and communities.
• Career opportunities supported by company scale, along with benefits and rewards to support well-being.