IT Support Senior Analyst

Location: Louisville, Kentucky, United States. Hybrid work with at least three days per week in the office; occasional weekend or after-hours work may be required for emergencies.

Company

Marsh is a global risk, reinsurance, capital, people and investments, and management consulting business serving clients in 130 countries.

What you will do

• Provide IT support through in-person, phone, virtual pop-in, and other digital channels.
• Diagnose, resolve, document, and follow up on hardware, software, incident, and service requests.
• Escalate incidents and requests to the appropriate technical resolver groups using timely warm hand-offs.
• Route and monitor incidents in line with troubleshooting procedures until resolution or acceptance by the responsible team.
• Use ServiceNow, Nexthink, and other performance management systems to record work and provide proactive support.
• Deliver training and knowledge sharing on Marsh systems and devices, and assist with assigned projects.

Requirements

• High school diploma or equivalent.
• At least two years of experience in a helpdesk environment.
• Strong customer service skills.
• Working knowledge of Microsoft Office, Windows, Citrix, and virtual desktops.
• Ability to work in the Louisville office at least three days per week and occasionally provide weekend or after-hours emergency support.

Nice to have

• Associate degree in IT or a related field, or at least two years of college-level coursework.
• A+, Network+, or similar technical certification.

Culture & Benefits

• Professional development opportunities and varied work.
• Supportive leadership and an inclusive, flexible work environment.
• Opportunities to collaborate with colleagues and create solutions for clients and communities.
• Career opportunities, benefits, and rewards supporting employee well-being.