Response - Support Analyst I

About Forvis Mazars, LLP

Forvis Mazars, LLP is a leading global professional services network, ranked among the largest public accounting firms in the United States. With over 7,000 team members across 50 states and internationally, they deliver assurance, tax, and consulting services. Guided by a promise to create extraordinary experiences, Forvis Mazars fosters a workplace where relationships, learning, and individual growth are paramount.

About the Role

We are seeking a remote Response - Support Analyst I to provide essential, enterprise-level IT support across various businesses and user levels. This role is crucial for maintaining smooth operations by resolving basic hardware and software issues, managing access requests, and offering phone and printer support. The ideal candidate will excel in clear communication and customer service, aiming to resolve a high percentage of incidents without escalation.

What You Will Do:

• Provide first-level technical support for hardware, software, network, and access issues via phone, email, chat, and video.
• Ensure courteous, professional interactions with FORVIS personnel while maintaining high standards in work quality, client relations, and team collaboration.
• Troubleshoot and resolve issues using documented procedures and available tools.
• Promote self-help resources and escalate unresolved tickets after 30 minutes.
• Maintain confidentiality and direct complex requests to management.
• Log all actions, inquiries, and resolutions accurately.
• Follow up with users and set realistic expectations.
• Meet performance metrics, including answering calls within 15 seconds and keeping abandoned call rate below 5%.
• Manage ticket backlog and contribute to departmental goals.
• Participate in on-call rotations during evenings, weekends, holidays, and shift changes.

Minimum Qualifications:

• Currently enrolled in a tech/computer science program or has relevant support center experience.
• Minimum 1 year of technical customer service or equivalent training.
• Strong written and verbal communication skills.
• Proven customer service excellence.
• Proficient in PC, laptop, printer, and peripheral hardware support.
• Skilled in Windows, Microsoft Office, communication tools, antivirus, and diagnostics.
• Capable of troubleshooting onsite and remote computing issues.
• Collaborative and professional interactions with peers, clients, and executives.

What We Offer:

Our robust total rewards program and flexible work environment reflect our commitment to people, careers, and well-being—empowering our team to grow and thrive while delivering exceptional service. Visit www.forvismazars.us/careers to explore more.

Legal Notice:

Forvis Mazars, LLP is an equal opportunity/affirmative action employer. Employment decisions are made without regard to age, race, color, sex, sexual orientation, national origin, religion, genetic information, disability, protected veteran status, gender identity, or other protected classifications. Unsolicited referrals or resumes from third-party vendors will not be accepted or paid.