Senior IT Support Analyst - Hybrid (3 days in-office)

US031 Marsh & McLennan Shared Services LLC; Louisville (KY); Hybrid; USD 52,000 - 76,000; Full time

Benefits offered by this job

Hybrid work arrangement

Job summary

Marsh Corporate in Louisville, Kentucky is seeking an IT support senior analyst to join its service desk team. The role will diagnose, report, and resolve hardware and software issues remotely, with a hybrid work arrangement requiring three days per week in the office.

You will support colleagues across lines of business via in-person, phone, and Zoom channels, manage incidents in ServiceNow, and provide proactive training on Marsh systems and devices to maximize usage.

Qualifications

• High school diploma or equivalent; Associate degree in IT or related field preferred.
• Must possess at least 2 years experience working in a helpdesk environment.
• Strong customer service skills.
• Associate degree or 2 years of college level courses.
• A , Network , or similar technical certifications
• Thorough working knowledge of Microsoft office, Windows, Citrix, and virtual desktops.

Responsibilities

• Provide IT support to colleagues through multiple channels (in-person, phone, Zoom).
• Respond to, resolve, and escalate incidents and requests with appropriate urgency.
• Proactively communicate and follow up on all incidents and requests.
• Escalate requests with warm hand-offs to other teams when needed.
• Route incidents to the appropriate support groups per troubleshooting steps.
• Monitor and elevate issues until resolution or hand-off occurs.
• Use ServiceNow to record and track all support work.
• Provide proactive support based on data from Nexthink and other systems.
• Provide training and knowledge sharing on Marsh systems and devices.

Skills

Customer service

Helpdesk experience

Microsoft Office

Windows

Citrix

Virtual desktops

Education

High school diploma

Associate degree preferred

Tools

ServiceNow

Job description

Marsh Corporate in Louisville, Kentucky is seeking an IT support senior analyst to join its service desk team. The role will diagnose, report, and resolve hardware and software issues remotely, with a hybrid work arrangement requiring three days per week in the office.

You will support colleagues across lines of business via in-person, phone, and Zoom channels, manage incidents in ServiceNow, and provide proactive training on Marsh systems and devices to maximize usage.