IT Support Analyst I — First-Line Helpdesk (Onsite)

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

Job summary

Forvis Mazars, LLP is seeking a Response - Support Analyst I to provide first-level IT support for hardware, software, network, and access issues from our Charlotte, NC office. Emphasis on clear communication and strong customer service drives daily interactions with Forvis Mazars personnel.

The role includes troubleshooting via phone, email, chat, and video, following documented procedures, on-call duties during evenings and weekends, and escalation only when necessary to maintain service

Qualifications

• Currently enrolled in a tech/computer science program or has 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 elevate unresolved tickets after 30 minutes.
• Maintain confidentiality and log 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 participate in on-call rotations.

Skills

Technical customer service

Clear communication

Problem diagnosis

Onsite & remote support

Team collaboration

Tools

Windows OS

Microsoft Office

Diagnostic tools

Antivirus solutions

Communication platforms

Job description

Forvis Mazars, LLP is seeking a Response - Support Analyst I to provide first-level IT support for hardware, software, network, and access issues from our Charlotte, NC office. Emphasis on clear communication and strong customer service drives daily interactions with Forvis Mazars personnel.

The role includes troubleshooting via phone, email, chat, and video, following documented procedures, on-call duties during evenings and weekends, and escalation only when necessary to maintain service