Response - Support Analyst I

Company Profile:

At FORVIS, your career is designed with a purpose. We want our team members to thrive professionally and feel the impact their work yields when serving clients, industries, and local communities. This starts by empowering team members to design a career journey that leverages their skills and fuels their passions.

Creating a best-in-class employee experience is at the heart of our vision for the future. With several industry focus areas, multiple service lines, and locations in five geographical regions across the country to choose from, the opportunities for your career are without limit.

About FORVIS

FORVIS is a Top-10 professional services firm providing assurance, tax, and advisory services, driven by our commitment to using our forward vision to provide rewarding career opportunities and deliver unmatched client experiences. Learn more at FORVIS.com

Design your career with purpose at FORVIS. For more information about our firm locations, visit FORVIS.com. FORVIS, LLP is an equal opportunity/affirmative action employer. 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, or other protected classifications.

It is FORVIS's standard policy not to accept unsolicited referrals or resumes from any source other than directly from candidates.

• FORVIS expressly reserves the right not to consider unsolicited referrals and/or resumes from vendors including and without limitation, search firms, staffing agencies, fee-based referral services, and recruiting agencies.
• FORVIS further reserves the right not to pay a fee to a recruiter or agency unless such recruiter or agency has a signed vendor agreement with FORVIS.
• Any resume or CV submitted to any employee of FORVIS without having a FORVIS vendor agreement in place will be considered the property of FORVIS.

Requisition Number: 2235710

Position Title:

External Description: Description & Requirements

The 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 an onsite role located in our Dallas 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 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

#LI-DFW, #LI-FTW

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City: Dallas

State: Texas

Community / Marketing Title: Response - Support Analyst I

Location_formattedLocationLong: Dallas, Texas US

CountryEEOText_Description:

With a legacy spanning more than 100 years, Forvis Mazars is committed to providing a different perspective and an unmatched client experience that feels right, personal and natural. We respect and reflect the range of perspectives, knowledge and local understanding of our people and clients. We take the time to listen to deliver consistent audit and assurance, tax, advisory and consulting services worldwide.

We nurture a deep understanding of our clients’ industries, delivering greater insight, deeper specialization and tailored solutions through people who listen to understand, are responsive and consult with purpose to deliver value.

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, the firm’s 7,000 dedicated team members provide an Unmatched Client Experience® through the delivery of assurance, tax, and consulting services for clients in all 50 states and internationally through the global network. Visit forvismazars.us to learn more.

Forvis Mazars, LLP is an equal opportunity/affirmative action employer. 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 unsolicited referrals and/or resumes 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 agency unless such recruiter or agency has a signed vendor agreement with Forvis Mazars, LLP.Any resume or CV submitted to any employee of Forvis Mazars, LLP without having a Forvis Mazars, LLP vendor agreement in place will be considered the property of Forvis Mazars, LLP.