Entry-Level IT Support Analyst - Onsite in Charlotte

Forvis Mazars US; Charlotte (NC); On-site; USD 42,000 - 56,000; Full time

Job summary

Forvis Mazars, LLP in Charlotte, NC seeks an on-site IT support specialist to provide first-level technical assistance for hardware, software, network, and access issues. You will interact with staff via phone, email, chat, and video, delivering courteous, professional service and maintaining high work standards.

The role emphasizes resolving straightforward issues, escalation when needed, and contributing to on-call rotations during evenings, weekends, holidays, and shift changes.

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.
• Solid understanding of PC, laptop, printer, and peripheral hardware support.
• Proficiency with Windows environments, Microsoft Office, communication platforms, antivirus solutions, and diagnostic tools.
• Ability to independently diagnose and resolve technical issues for onsite and remote users.
• Collaborative and professional interactions with peers, clients, and executives.

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 Mazars 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 escalating 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

Technical customer service

Windows

Hardware support

Communication

Education

Tech/computer science program or related experience

Tools

Ticketing system

Remote support tools

Job description

Forvis Mazars, LLP in Charlotte, NC seeks an on-site IT support specialist to provide first-level technical assistance for hardware, software, network, and access issues. You will interact with staff via phone, email, chat, and video, delivering courteous, professional service and maintaining high work standards.

The role emphasizes resolving straightforward issues, escalation when needed, and contributing to on-call rotations during evenings, weekends, holidays, and shift changes.