Response – Support Analyst I

Response – Support Analyst I

Company: Forvis Location: Remote (USA) Job Type: Permanent, Full-Time Seniority: Junior

About the Role

Forvis is seeking a dedicated Response – Support Analyst I to provide enterprise-level IT support remotely across multiple businesses and user levels. This role is crucial for ensuring smooth technological operations for FORVIS personnel, with a strong emphasis on clear communication and excellent customer service. The primary goal is to resolve straightforward technical issues efficiently, aiming to address 80% of incidents without escalation.

Key Responsibilities

• Provide first-level technical support for hardware, software, network, and access issues via phone, email, chat, and video.
• Troubleshoot and resolve technical issues using documented procedures and available tools.
• Promote self-help resources to users.
• Escalate unresolved tickets to the appropriate teams after 30 minutes of troubleshooting.
• Maintain confidentiality and direct complex requests to management.
• Accurately log all actions, inquiries, and resolutions in the ticketing system.
• Follow up with users to ensure satisfaction and set realistic expectations.
• Meet performance metrics, including call answering times and abandoned call rates.
• Manage ticket backlog and contribute to departmental goals.
• Participate in on-call rotations, which include evenings, weekends, and holidays.

Requirements

• Currently enrolled in a technology or computer science program, or possess relevant support center experience.
• Minimum of 1 year of experience in technical customer service or equivalent training.
• Strong written and verbal communication skills.
• Proven track record of excellent customer service.
• Proficiency in supporting PC, laptop, printer, and peripheral hardware.
• Skilled in troubleshooting Windows operating systems, Microsoft Office Suite, communication tools, antivirus software, and diagnostic tools.
• Capable of troubleshooting both onsite and remote computing issues.
• Ability to engage in collaborative and professional interactions with peers, clients, and executives.

About Forvis

Forvis Mazars, LLP is an independent member of Forvis Mazars Global, a leading international professional services network. As one of the largest public accounting firms in the United States, our team of over 7,000 professionals delivers assurance, tax, and consulting services to clients nationwide and globally. We are committed to creating extraordinary experiences for our clients and fostering a workplace where relationships matter, learning drives growth, and every individual feels valued and supported.

What We Offer

Forvis offers a robust total rewards program and a flexible work environment designed to support your professional growth, career development, and overall well-being. We empower our team members to thrive while delivering exceptional service.