Job Details

Description & Requirements

At Forvis Mazars, the Firm Technology Services (FTS) team delivers exceptional and innovative technology solutions to ensure we are providing effective and innovative solutions to the Firm's clients. FTS's commitment to engagement ensures their services always add value, never detracting from involvement.

What You Will Do

The Response - Support Analyst I position provides enterprise-level assistance to our end users remotely. This role provides support and incident management for a variety of IT related concerns across multiple businesses and levels of users. Functions include but are not limited to troubleshooting hardware and software related concerns, phone support, access requests, and printer issues. This is a customer service-oriented role, and a strong focus will be placed on appropriately communicating and following up with impacted users. This role deals with uncomplicated and simple issues. The Response team aims to resolve 80% of user incidents before escalating the situation.

• Maintain a courteous and professional manner when interacting with personnel
• Achieve and maintain high quality in work, client relations and team relations
• Meet performance metrics and standards
• Acts as initial contact for internal and external customer technical support required for hardware and software, telephone, network, operating system, printing, and Internet access problems
• Adheres to written procedures, checklists and all quality control associated with project deployments
• Ability to retain and protect confidential material
• Direct requests and unresolved issues to their manager
• Deliver excellent customer service by phone, email, instant messaging, and video conference
• Record details of actions taken inquiries, comments, and complaints Promotes the use of self-help catalog and references Known Error DB or Knowledge Base
• Flexibility to work non-standard business hours (e.g., not 8AM-5PM) to provide support to end users. To include an On-Call rotation for nights, weekends, holidays, and business shift changes
• Follow up on end-user interactions
• Investigate end-user problems and attempts to identify their source
• Duties include answering the support line, recording the call, first level corrective action, and escalation
• Utilize all available technology to attempt first call resolution
• Responsible for keeping the end user informed of status of their ticket and to set realistic expectations
• Effectively manage backlog to assist in meeting departmental goals

Minimum Qualifications

• High school diploma or equivalent

Preferred Qualifications

• Associate's Degree
• 1+ years of customer service in technical environment or equivalent training

Seniority level

Not Applicable

Employment type

Full-time

Job function

Information Technology

Industries: Professional Services