Senior Analyst - IT Support

Marsh; Kitchener; On-site; CAD 74,000 - 110,000; Full time

Benefits offered by this job

Health and welfare benefits

Tuition assistance

Retirement programs

Employee assistance programs

Job summary

Marsh is seeking a Senior Analyst – IT Support to join its IT Services team in Toronto, with remote support to Kitchener, London, and Mississauga offices. You will provide onsite and remote assistance, install and maintain workstations, and troubleshoot to meet KPIs and SLAs.

The role requires 2+ years in IT support, strong Windows skills, and familiarity with Microsoft 365, AD, InTune, and Exchange. Occasional after-hours support may be required.

Qualifications

• 2+ years of IT support experience or equivalent education/experience.
• Strong knowledge of Windows; macOS is a plus but not required.
• Experience with Microsoft 365 apps and collaboration tools.
• Working knowledge of AD, Intune, Exchange, and remote connectivity.
• Understanding of VPN, Citrix, VDI or CloudPC environments is a plus.
• Excellent customer service and communication skills.

Responsibilities

• Provide onsite and remote IT support to end users across offices.
• Install, maintain, and assist with workstations and related equipment.
• Troubleshoot incidents within SLAs and KPIs; escalate when needed.
• Assist with setup of laptops, mobile devices, and AV hardware.
• Maintain hardware inventory records and assist with moves.
• Support projects, events, and time tracking; participate in training.

Skills

Customer service

Verbal communication

Independent work

Team collaboration

Education

University degree or college diploma in a technology-related discipline

ITIL certification (preferred)

CompTIA A+ and Network+ certifications (asset)

Tools

Windows OS

macOS (plus)

Microsoft 365

Teams

SharePoint

OneDrive

Active Directory

Intune

Microsoft Exchange

VPN / remote access

Job description

Company:

Marsh

Description:

We are seeking a talented individual to join our Information Technology Support Services team at Marsh. This role is based in Toronto and requires the incumbent to be onsite in the Toronto office , while also providing remote support to our Kitchener, London, and Mississauga offices.

As a Senior Analyst – IT Support (developing professional individual contributor), you will provide onsite and remote support to end users across multiple offices, installing, maintaining, and assisting with the operation of workstations, business applications, and related equipment. You will deliver technical support to colleagues across multiple lines of business, troubleshooting issues in line with agreed KPIs and SLAs, and supporting onsite office technology infrastructure. Occasional weekend or after-hours support may be required for business-critical events or emergencies.

We will count on you to:

• Provide support to colleagues through multiple channels, including in-person, phone, chat, and virtual support tools

• Assist with the setup, configuration, and basic troubleshooting of laptops, mobile devices, and related hardware/software

• Assist with setup and operation of audio visual hardware as required by end users

• Respond to incidents within defined service levels and with appropriate urgency; follow up with customers to ensure issues are resolved

• Escalate incidents and questions to appropriate support groups as needed

• Support proactive technical initiatives and collaborate with other technical teams

• Maintain accurate inventory records for local hardware assets

• Assist with disconnecting, moving, and reconnecting laptop technology for single-user, multi-user and office moves

• Assist with assigned projects and events as needed

• Complete time tracking and required training to maintain current knowledge

• Participate in training sessions to expand knowledge of Marsh applications and systems

• Support remote offices as needed

• May be required to work occasional weekends or after-hours shifts to support business-critical events or emergencies

What you need to have:

• 2+ years of related IT support experience, or equivalent combination of education and experience

• Strong knowledge of Windows operating systems. macOS is a plus but not required

• Experience supporting standard business applications including Microsoft 365, Teams, SharePoint, OneDrive, Bitlocker, etc.

• Working knowledge of Active Directory, InTune, 365, and Microsoft Exchange environments

• Understanding of remote connectivity solutions such as VPN, ZScaler, Citrix, VDI, CloudPC and wireless networking

• Experience with mobile device management for iOS and Android devices

• Strong problem-solving, troubleshooting, and organizational skills

• Excellent customer service and verbal communication skills

• Ability to work independently and collaboratively in a team environment

• Ability to manage multiple priorities and work effectively in a fast-paced environment

What makes you stand out:

• University degree or college diploma in a technology-related discipline

• ITIL certification (preferred)

• CompTIA A+ and Network+ certifications are considered an asset

Why join our team:

• Join a collaborative IT support team where you will help deliver reliable onsite technology support to colleagues across the organization.

• Build your skills through professional development, hands-on experience, and opportunities to work on a variety of technologies and service issues.

• Be part of an inclusive culture with strong leaders, talented teammates, and the scale to support your long-term career growth and 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 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, or any other characteristic protected by applicable law. In accordance with the Accessibility for Ontarians with Disabilities Act, 2005, Marsh will provide a reasonable accommodation to employees and prospective employees to the point of undue hardship upon request and as required in respect of the individual’s particular restrictions and limitations. If you require a specific accommodation because of a disability or medical need, please contact [e-mail].

The applicable base salary range for this role is $52,000 to $78,000.

The base pay offered will be determined on factors such as experience, skills, training, location, certifications, education, and any applicable minimum wage requirements. Decisions will be determined on a case-by-case basis. In addition to the base salary, this position may be eligible for performance-based incentives.

We are excited to offer a competitive total rewards package which includes health and welfare benefits, tuition assistance, retirement programs as well as employee assistance programs.

This is a New position.