Response - Support Analyst I

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

Provides remote, enterprise-level IT support across multiple businesses and user levels. Responsibilities include resolving basic hardware/software issues, handling access requests, phone and printer support, and managing incidents. Emphasis is placed on clear communication and customer service. The role focuses on resolving straightforward issues, with a goal of addressing 80% of incidents without escalation. Includes shared on-call duties during evenings, weekends, and holidays. This is an onsite position in our Charlotte NC office.

What You Will Do:

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

Minimum 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

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About Forvis Mazars, LLP

Forvis Mazars, LLP is an independent member of Forvis Mazars Global, a leading global professional services network. Ranked among the largest public accounting firms in the United States, our 7,000+ team members deliver assurance, tax, and consulting services to clients in all 50 states and internationally.

With a legacy spanning more than 100 years, we’re building something different. We are guided by a shared promise: Together, we create extraordinary experiences. That means delivering an Unmatched Client Experience® while creating a workplace where relationships matter, learning fuels growth, and every person feels valued and supported to thrive.

What We Offer

Our robust total rewards program and flexible work environment reflect our commitment to people, careers, and well-being—empowering our team to grow and thrive while delivering exceptional service. To explore what makes working at Forvis Mazars special, visit www.forvismazars.us/careers .

Legal Notice

Forvis Mazars, LLP is an equal opportunity/affirmative action employer in accordance with applicable law. Employment selection and related decisions are made without regard to age, race, color, sex, sexual orientation, national origin, religion, genetic information, disability, protected veteran status, gender identity, or other protected classifications.

It is Forvis Mazars, LLP standard policy not to accept unsolicited referrals or resumes from any source other than directly from candidates.

Forvis Mazars, LLP expressly reserves the right not to consider any unsolicited referrals, resumes or CVs from vendors including and without limitation, search firms, staffing agencies, fee-based referral services, and recruiting agencies.

Forvis Mazars, LLP further reserves the right not to pay a fee to a recruiter or recruiting agency unless such recruiter or recruiting agency has a signed vendor agreement with Forvis Mazars, LLP. Any resume(s) or CV(s) submitted to anyone working for Forvis Mazars, LLP, or submitted to a Forvis Mazars, LLP general email, without having a Forvis Mazars, LLP vendor agreement in place, will be considered the property of Forvis Mazars, LLP.