IT Helpdesk Analyst I - Onsite Charlotte

Forvis-Mazars; Charlotte (NC); On-site; USD 42,000 - 54,000; Full time

Job summary

Forvis Mazars, LLP is seeking a first-level IT support professional to join our Charlotte, NC office. You will resolve hardware, software, network, and access issues via phone, email, chat, and video while upholding courteous, professional client interactions and high service standards.

Ideal candidates have 1+ year in technical customer service, solid hardware knowledge, and proficiency with Windows, Microsoft Office, and diagnostic tools.

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
• Capable of troubleshooting onsite and remote computing issues
• 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 promote self-help resources and elevate 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

Communication skills

Windows proficiency

Printer support

Troubleshooting

Customer service

Education

Tech/CS program or relevant support center experience

Tools

Windows OS

Microsoft Office

Antivirus software

Diagnostic tools

Job description

Forvis Mazars, LLP is seeking a first-level IT support professional to join our Charlotte, NC office. You will resolve hardware, software, network, and access issues via phone, email, chat, and video while upholding courteous, professional client interactions and high service standards.

Ideal candidates have 1+ year in technical customer service, solid hardware knowledge, and proficiency with Windows, Microsoft Office, and diagnostic tools.