Job description

Job Description For Posting

Marsh McLennan is seeking candidates for the following position based in the Boston, MA office. This role is 100% onsite in our Boston office.

Senior Analyst - Onsite Technical Support

What can you expect?

• Join the world’s largest professional services firm in the area of risk, strategy and people
• We operate an open and collaborative culture, developing our staff to reach their potential
• In this role you will help and assist our global colleague base to work their technology, and enable them to make the business a success
• You will support all of our internal colleagues to diagnose, analyze, and resolve their technology issues and requests

What is in it for you?

• Join the leading professional services company in the areas of risk, strategy and people, with a 150-year heritage of shaping industries, driving innovation and serving the public good
• Work in a global, diverse, forward-thinking environment where everyone is encouraged to be a leader and shape their career
• A fast-paced, exciting and friendly culture
• Competitive salary, benefits, 401K matching, retail discounts and much more

We will count on you to:

• Performs installations, trains, maintenance, troubleshoots and repairs of all business desktop hardware/software technologies.
• Performs activations and supports iPhone devices.
• Coordinate’s analyst performance by identifying additional opportunities for analysts to achieve KPIs; provides feedback to the Global Service Desk Management team.
• Assists with setup, and operation of audio-visual hardware as; required by end user.
• Determines appropriate hardware/software based on corporate policy and end user requirements.
• Responds to incidents within SLA, or within a timely manner; with appropriate level of urgency and follows up with customers on all issues.
• Escalates incident, and questions to appropriate support groups.
• Supports events, such as infrastructure changes, software releases and BCP etc.
• Provides timely updates to Management about service issues, when appropriate.
• Disconnects, moves, and reconnects desktop technology hardware for single user, multi-user and office moves.
• Assists administration and maintenance of non-desktop Technology Infrastructure components at the request of other Service Towers.
• May assist with, installations, maintenance, troubleshooting and repairs of Office Telephony Systems.
• Uses corporate Incident Management System to record and track all support work.
• Maintains accurate hardware and software record using, Corporate Asset Management System for all corporate assets.
• Performs time tracking tasks, as required.
• May assist with the procurement of hardware and software.
• Supports team’s abilities and functions through positive customer relations.
• Contributes to, improvement/enhancement of processes and procedures.
• Gains additional knowledge and stays abreast of current technologies; through employee and company sponsored training, periodicals, and regular interaction with other team members.
• Performs related duties as assigned by management.

What you need to have:

• High School diploma/GED
• 3-5 years of customer service experience (help desk / support experience)
• Experience providing Technical support to end-users in a large, corporate environment
• Experience with ServiceNOW
• Experience with O365, Teams, Zoom, Sharepoint
• Experience with Okta/MobileIron/Bitlock
• Strong communication skills both written and verbal
• Exceptional customer service skills
• Knowledge of company desktop operating systems and software
• Knowledge of standard computer hardware (IBM, HP, Dell)
• Ability to independently plan, organize and prioritize one’s own activities
• Microsoft or other certifications desired (i.e. MSCDT, MCP, MCSE)
• Experience with MacBook’s and Mac OS a plus
• Gains additional knowledge and stays abreast of current technologies through employee and company sponsored training, periodicals, and regular interaction with other teams.

What makes you stand out:

• Bachelor’s Degree preferred
• Certifications in any of the following are a plus: A+ (CompTIA), ACMT (Apple), HDI-CSR (HDI), ITIL Foundation (ITIL), Microsoft 365 Certified: Modern

Job Type: Full-time

Pay: $39,113.66 - $122,972.56 per year

Benefits:

• Dental insurance
• Health insurance
• Paid time off

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Ability to commute/relocate:

• Boston, MA: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Customer service: 3 years (Required)

Work Location: In person

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