Forvis Mazars US
Overview
Response - Support Analyst I role at Forvis Mazars US. This is an onsite role located in our Dallas office. The role provides remote, enterprise-level IT support across multiple businesses and user levels, with shared on-call duties during evenings, weekends, and holidays. 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 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 the 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 Proficiency 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 Seniority level
Not Applicable Employment type
Full-time Job function
Information Technology Industries
Professional Services Referrals increase your chances of interviewing at Forvis Mazars US. Get notified about new Support Analyst jobs in Dallas, TX. #J-18808-Ljbffr
Response - Support Analyst I role at Forvis Mazars US. This is an onsite role located in our Dallas office. The role provides remote, enterprise-level IT support across multiple businesses and user levels, with shared on-call duties during evenings, weekends, and holidays. 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 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 the 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 Proficiency 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 Seniority level
Not Applicable Employment type
Full-time Job function
Information Technology Industries
Professional Services Referrals increase your chances of interviewing at Forvis Mazars US. Get notified about new Support Analyst jobs in Dallas, TX. #J-18808-Ljbffr