Senior Analyst IT Support

Company:

Description:

We are seeking a talented individual to join our team at MMC. This role will be based in San Francisco This is an on-site role that has a requirement of working five days a week in the office.

We are seeking a Senior Analyst IT Support to provide hands-on and remote support to colleagues in-person phone and virtual channels assisting with laptop builds hardware/software troubleshooting colleagues onboarding and offboarding asset management and incident resolution. Accurately logs tracks and escalates issues using MMCs incident management systems ensuring timely follow-up and warm hand-offs to the appropriate technical teams. This role may require occasional weekend or after-hours work travel ongoing training and time tracking in line with business requirement.

We will count on you to:

• Provide technical support to local and remote colleagues through in-person phone and virtual channels resolving end-user computing issues network access Audio/Video printing and collaboration tools.
• Diagnose and resolve level 1 and level 2 hardware and software incidents (workstations laptops docking stations mobile devices peripherals) acting as the onsite escalation point to ensure high service availability and excellent end-user experience.

• Build reconfigure maintain troubleshoot and repair laptops and other MMC devices including quick tune-ups and re-imaging as required responding to incidents and service requests promptly.
• Document track and monitor all support cases in MMC Tech incident management systems following standard operating procedures ensuring compliance with security policies while adhering to SLAs.
• Partner proactively with engineering teams to identify and remediate at-risk devices delivers training and knowledge sharing to improve system usage and support assigned projects as needed.
• Ensure compliance with security policies (physical security device encryption asset tagging access controls).

What you need to have:

• 35 years of hands-on IT support experience with at least 12 years in an onsite or field-support role
• Experience with desktop imaging/provisioning tools (e.g. Microsoft Deployment Toolkit SCCM/Endpoint Configuration Manager JAMF Intune).
• Proficient with common enterprise collaboration platforms (Microsoft 365 Teams Zoom) printer management and AV systems.
• Experience with ITSM tools and ticketing systems (ServiceNow Jira Service Management Zendesk).
• Demonstrated ability to coordinate vendor services and manage onsite hardware logistics.
• Excellent verbal and written communication skills; strong customer service orientation.
• Ability to work independently onsite escalate appropriately and coordinate cross-functional resources.
• Ability to oversee track and analyze performance metrics to support service delivery and continuous improvement.
• Strong problem-solving ability quick learner and able to troubleshoot technical issues across cloud and on-prem environments.

What makes you stand out:

• Certifications such as CompTIA A Network Microsoft 365 Certified Apple ACMT/ACSP or relevant vendor/AV certifications.
• Experience supporting global offices or multi-site environments (with asset management systems and IT inventory processes).
• Familiarity with security controls (disk encryption MDM conditional access).
• Familiarity with ticketing systems such as ServiceNow
• Exposure to End User Digital Experience software such as Nexthink
• Good verbal and written communication skills able to collaborate effectively with technical and nontechnical stakeholders.

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 an impact on 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.