Response – Support Analyst I

Remote from: USA
Annual salary: Undisclosed
Salary information is not provided for this position. Check our Salary Directory to estimate the average compensation for similar roles.
Department: Technical Support
Employment type: Full Time,
Job posted: 10 Jun 2026
Apply before: 10 Jul 2026
Experience level: Entry-Level
Junior
Views / Applies: 14 / 4

We provide a comprehensive and flexible range of services to our clients, specialising in audit, accountancy, advisory, tax and legal services.

Accounting
1923

AI Summary

This is an entry-level IT support role for a global professional services firm. The Support Analyst I provides remote, first-level technical support for hardware, software, and access issues, handling incidents via phone, email, and chat. The role emphasizes clear communication and customer service, with a goal of resolving 80% of issues without escalation. Candidates need at least one year of technical customer service experience and proficiency in Windows and Microsoft Office. The position includes shared on-call duties and is fully remote or hybrid.

Role DNA

Job Complexity

Easy Hard

Pace & Pressure

Relaxed Fast-paced

Autonomy Level

Guided Full Ownership

Communication Load

Independent Highly Collaborative

AI Insight The role involves resolving basic IT issues using documented procedures, which is not highly complex, but the need for strong communication and customer service adds a moderate challenge.

Salary Analysis

AI Insight The offered salary is not specified, but based on market data for similar entry-level IT support roles, the estimated median salary is around $47,500 per year. This is competitive for a remote position with on-call requirements, though candidates should verify the exact compensation.

Key Skills

IT Support Customer Service Troubleshooting Windows Microsoft Office Hardware Support Remote Support Incident Management Communication Help Desk

Cover Letter Sample

I am writing to express my enthusiastic interest in the Support Analyst I position at Forvis Mazars. With over a year of technical customer service experience and a strong foundation in Windows and Microsoft Office, I am well-prepared to provide first-level support for hardware, software, and access issues.

My excellent communication skills and commitment to customer satisfaction align with the emphasis on clear, professional interactions in this role. I am accustomed to troubleshooting issues efficiently and escalating when necessary, and I thrive in a team-oriented environment.

I am excited about the opportunity to contribute to Forvis Mazars' reputation for extraordinary client experiences while growing my skills in an enterprise-level IT environment. Thank you for considering my application.

Possible Interview Questions

Can you describe a time when you successfully resolved a difficult technical issue for a user who was frustrated?

I once assisted a user whose laptop was not booting. After calming them down, I guided them through a hard reset and eventually identified a faulty driver. I walked them through the fix remotely, and we were able to restore functionality quickly. The user appreciated my patience and clear instructions.

How do you prioritize multiple support tickets with varying levels of urgency?

I evaluate based on impact and urgency. For example, a system-wide outage would take precedence over a single user's password reset. I use the IT ticketing system to categorize and monitor SLAs, and I communicate expected response times to users so they know their issue is being addressed.

What steps do you take to troubleshoot a user who cannot connect to the network?

First, I ask the user if other devices are affected to determine if it's a local or network-wide issue. Then I check basic connectivity like cables and Wi-Fi settings. If the issue persists, I verify IP configuration and check for any known outages. I escalate if I cannot resolve within 30 minutes.

How do you stay updated with new technologies and IT support best practices?

I regularly follow tech blogs, participate in online forums, and take advantage of training opportunities offered by my employer. I also enjoy earning certifications, like the CompTIA A+, to deepen my knowledge and stay current.

Describe a time when you had to handle a confidential matter in IT support. How did you ensure data security?

In my previous role, I handled password resets and access requests. I always verified the user's identity through multiple methods before disclosing any information. I followed company protocols for secure data handling and never shared credentials via email. I also reported any suspicious activity to management.

General information

Name

Response – Support Analyst I

Posting Title

Response – Support Analyst I

Ref #

2236872

Date Published

Monday, June 8, 2026

Close Date

09/07/2026

Job Category

Internal Firm Services

Advertised Location

US-Remote

Working time

Full Time

Description & Requirements

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.

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

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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, our 7,000+ team members deliver assurance, tax, and consulting services to clients in all 50 states and internationally.

With a legacy spanning more than 100 years, we’re building something different. We are guided by a shared promise: Together, we create extraordinary experiences. That means delivering an Unmatched Client Experience® while creating a workplace where relationships matter, learning fuels growth, and every person feels valued and supported to thrive.

What We Offer

Our robust total rewards program and flexible work environment reflect our commitment to people, careers, and well-being—empowering our team to grow and thrive while delivering exceptional service. To explore what makes working at Forvis Mazars special, visit www.forvismazars.us/careers.

Legal Notice

Forvis Mazars, LLP is an equal opportunity/affirmative action employer in accordance with applicable law. 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 any unsolicited referrals, resumes or CVs 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 recruiting agency unless such recruiter or recruiting agency has a signed vendor agreement with Forvis Mazars, LLP. Any resume(s) or CV(s) submitted to anyone working for Forvis Mazars, LLP, or submitted to a Forvis Mazars, LLP general email, without having a Forvis Mazars, LLP vendor agreement in place, will be considered the property of Forvis Mazars, LLP.

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