Response - Support Analyst I chez Forvis Mazars

The Response - Support Analyst I provides remote, enterprise-level IT support across multiple businesses and user levels. Responsibilities include resolving basic hardware/software issues, handling access requests, phone and printer support, and managing incidents. Emphasis is placed on clear communication and customer service. The role focuses on resolving straightforward issues, with a goal of addressing 80% of incidents without escalation. Includes shared on-call duties during evenings, weekends, and holidays. This is an onsite role located in our Dallas office.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 Mazars personnel while maintaining high standards in work quality, client relations, and team collaboration.Troubleshoot and resolve issues using documented procedures and available toolsPromote self-help resources and escalate unresolved tickets after 30 minutesMaintain confidentiality and direct complex requests to managementLog all actions, inquiries, and resolutions accuratelyFollow up with users and set realistic expectationsMeet performance metrics, including answering calls within 15 seconds and keeping the abandoned call rate below 5%Manage ticket backlog and contribute to departmental goalsParticipate in on-call rotations during evenings, weekends, holidays, and shift changesMinimum Qualifications: Currently enrolled in a tech/computer science program or has relevant support center experienceMinimum 1 year of technical customer service or equivalent trainingStrong written and verbal communication skillsProven customer service excellenceProficiency in PC, laptop, printer, and peripheral hardware supportSkilled in Windows, Microsoft Office, communication tools, antivirus, and diagnosticsCapable of troubleshooting onsite and remote computing issuesCollaborative and professional interactions with peers, clients, and executives Postuler maintenant