Response – Support Analyst I

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 a virtual or hybrid position.

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 

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 
• 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