Tier I Support Analyst I - Tier 1 Support - Marsh - Austin
Marsh & McLennan Companies - Austin, TX

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As the world's leading insurance broker and risk advisor, Marsh is devoted to finding the opportunity in risk. Companies look to us to help them navigate the daunting global risk landscape, seeing risks others don't and unlocking opportunities others can't. With 25,000 employees and annual revenues approaching $5 billion Marsh serves more clients in more industries worldwide than any firm in our industry. We are looking for talented professionals to join our team.

Please note:
We are currently located near

Braker Lane

and 183 on

Stonelake Blvd.

However, in August 2013 we will be moving to a new location near 183 and 620 (on

Lakeline Blvd


The starting pay rate for this position is $12.02/hr. This is non-negotiable.

General Summary

Provides Help Desk support for client facing technologies. Supports users in diagnosing, reporting, and resolving issues with websites and related applications. Processes provisioning requests for websites and related applications for internal and external users.

Essential Functions

Provide Tier 1 level user support for client facing technologies

Process provisioning requests for website access, following appropriate approval procedures for each application

Troubleshoot issues with user access, reset passwords, answer “how to” questions, and send appropriate communications to users, using provided email templates

Log all issues with appropriate documentation using internal IT ticketing system

Maintain accurate internal records for all requests

Route calls or emails to appropriate support teams for escalation, as per described troubleshooting and provisioning steps

Communicate technical issues which may impact multiple users to Manager immediately

Familiarity with various internet browsers and website provisioning tools helpful


International Internal and External User Support including colleagues, carriers, clients, and business partners

Five main websites and related systems supported




Marsh Market Information


Global Policy Digest


Memorandum of Insurance


Marsh MarketConnect


Bachelor’s degree preferred

Must have a wide degree of creativity and latitude as systems evolve and procedures are updated

Must have excellent verbal and written communication skills

A high degree of attention to detail is required, along with a strong customer service focus

Must be proficient in MS Excel

The successful candidate will exemplify Marsh’s IGNITE Operating Principles, the behaviors that guide our conduct and growth - In Touch: Get out in front by being informed and being connected; Genuine: Be authentic with clients and each other; Nimble: Be flexible and move quickly to deliver quality results; Inclusive: Be open to diverse ideas, experiences and backgrounds; Trusted: Stand for integrity and ethical behavior; and Engaged: Actively participate in making Marsh extraordinary.

General Summary

Provides Help Desk support. Supports users in diagnosing, reporting and resolving or correcting hardware and software problems.

Essential Functions

Provides Help Desk support.

Supports users in diagnosing, reporting and resolving or correcting hardware and software problems.

Installs, maintains and troubleshoots hardware and software according to company standards – reconfigures existing systems and/or performs system upgrades as required.

Logs all issues with appropriate documentation as requested by Level II and III support teams.

Route calls to appropriate support teams as per described troubleshooting steps.

Monitor and escalate issues until resolution, closure or the appropriate group has accepted.


Bachelors degree in computer science or equivalent is desired. Familiar with a variety of the field’s concepts, practices, and procedures. Must have a wide degree of creativity and latitude. Ability to adapt to a changing environment and ability to work with all levels. Must have excellent verbal and written communication skills.


Administrative Office Support

Primary Location


Marsh & McLennan Companies and its Affiliates

are equal opportunity employers

About this company
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Marsh & McLennan Companies is a global professional services firm providing advice and solutions in the areas of risk, strategy and...