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

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