Senior Analyst - IT Support

Marsh; Dallas (TX); On-site; USD 65,000 - 85,000; Full time

Job summary

Marsh in Dallas, TX is seeking a Senior Analyst, IT Support for a full-time onsite role. The position requires five days in the office with occasional travel between Dallas offices.

You will diagnose, troubleshoot, and resolve software and hardware issues while providing IT support across business lines. You will document incidents in the MMC system and collaborate with engineering teams to improve devices and systems. Strong communication and customer service are essential.

Qualifications

• Associate degree or equivalent tech training required.
• 3–5 years in a technical support role.
• Strong knowledge of desktop operating systems and software.
• Excellent organizational and customer service skills.
• Effective verbal and written communication.
• Ability to work independently in a changing environment.

Responsibilities

• Provide technical support across multiple lines of business, diagnosing and resolving software and hardware issues.
• Log and document all issues according to SOPs and use the MMC incident management system for tracking.
• Assist with setup, maintenance, and troubleshooting of MMC hardware, software, and mobility tech.
• Collaborate with engineering teams to remediate at-risk devices and systems.
• Provide training and knowledge sharing on MMC systems to maximize usage.
• Participate in administrative tasks, including time tracking and training compliance.

Skills

Troubleshooting

Customer service

Communication

Organizational skills

Independent work

Education

Associate's degree in technology-related discipline

Tools

MMC Tech incident management system

Remote support tools

Desktop operating systems

Job description

We are seeking a talented individual to join MMC as a Senior Analyst, IT Support in Dallas, TX. This is a full-time onsite role, requiring five days per week in the office and flexibility to travel between the Dallas Main/Victory Avenue and Dallas Noel offices as needed.

In this role, you will provide technical support across multiple lines of business, including diagnosis, troubleshooting, and resolution of software and hardware 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.

What you need to have:

• 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.
• 3-5 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 abilities.
• Ability to work independently and adapt to a changing environment.

What will make you stand out:

• 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.

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 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.

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, 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 [e-mail].
Marsh is committed to hybrid work, which includes the flexibility of working remotely and the collaboration, connections and professional development benefits of working together in the office. All 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 identify at least one “anchor day” per week on which their full team will be together in person.