[Remote] Response - Support Analyst I

Note The job is a remote job and is open to candidates in USA. Forvis Mazars, LLP is an independent member of Forvis Mazars Global, a leading global professional services network. They are seeking a Support Analyst I to provide first-level technical support for hardware, software, network, and access issues, focusing on clear communication and customer service. Responsibilities 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 Skills 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 Benefits Group health plan benefits 401(K) Profit-sharing contributions Flexible time off Parental leave Positions that are non-exempt will be eligible for overtime pay compensable at a rate of one and a half times the hourly rate for any hours worked over 40 in a work week. Benefits are eligibility-based Holidays Medical, dental, vision, tax-savings plans Company Overview Forvis Mazars, LLP is an independent member of Forvis Mazars Global, a leading global professional services network. It was founded in 2022, and is headquartered in Charlotte, North Carolina, USA, with a workforce of 5001-10000 employees. Its website is https//www.forvis.com. Company H1B Sponsorship Forvis Mazars US has a track record of offering H1B sponsorships, with 11 in 2024, 15 in 2023, 2 in 2022. Please note that this does not guarantee sponsorship for this specific role. Apply To This Job