Response Support Analyst I - 2236503
Kansas City, MO, USA
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.
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 personnel while maintaining high standards in work quality, client relations, and team collaboration.
Key duties include:
- 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
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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.
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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.
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