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Response - Support Analyst

2 months ago

Atlanta, United States TALENT SHIFT, L.L.C Full time
Overview 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 level 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 to a greater level
This role will also have a shared responsibility of extended support which may include On-Call evening, weekend, and holiday shifts
Responsibilities Maintain a courteous and professional manner when interacting with Forvis Mazars 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 before escalating 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 Qualifications Candidate must be currently enrolled in a technical/computer science related program or must possess relevant support center work experience 1+ years of customer service in technical environment or equivalent training
Excellent customer service skills
Must have excellent written and verbal communication skills
Technical knowledge of PCs, laptops, printers, and peripheral hardware devices required
Working knowledge of Windows, Microsoft Office, communications software, virus protection, and diagnostic software required
Ability to diagnose and resolve onsite and remote PC related computing problems required Ability to demonstrate supportive relationships with peers, clients, partners, and corporate executives About TALENT SHIFT, LLC Talent Shift, LLC is a marketplace that matches professionals with projects at dynamic companies across the globe, including exciting opportunities in advisory, assurance and tax
Our community is cultivated by a team of dedicated professionals working to help clients navigate hybrid workforce strategies and connect contract workers with projects they love
Talent Shift, LLC is a subsidiary of Forvis Mazars, LLP
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, or other protected classifications
Equal Opportunity Employer Veterans/Disability Colorado's Equal Pay for Equal Work Act (SB 19-085) Pursuant to Colorado's Equal Pay for Equal Work Act, the salary range displayed is for the Colorado market
The salary for this role will be based on the experience, education, and skill set of the individual for the position
Total compensation and benefits consist of salary, group health plan benefits, 401(K), profit-sharing contributions, flexible time off, and parental leave
Talent Shift reserves the right to make changes to the salary range based on business needs
California Pay Transparency Pursuant to the pay transparency laws of California, the salary range displayed is for the California market
The salary for this role will be based on the experience, education, and skill set of the individual for the position
Total compensation and benefits consist of salary, group health plan benefits, 401(K), profit-sharing contributions, flexible time off, and parental leave
Talent Shift reserves the right to make changes to the salary range based on business needs
Los Angeles (LA) County and City of LA applicants Talent Shift will consider for employment all qualified applicants, including those with criminal histories and conviction records, in a manner consistent with the requirements of applicable state and local laws, including but not limited to the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance, the LA County Fair Chance Ordinance, and the California Fair Chance Act
New York Pay Transparency Pursuant to the pay transparency laws of New York State and other local ordinances within the state including (but not limited to) New York City, the salary range displayed is for the New York markets
The salary for this role will be based on the experience, education, and skill set of the individual for the position
Total compensation and benefits consist of salary, group health plan benefits, 401(K), profit-sharing contributions, flexible time off, and parental leave
Talent Shift reserves the right to make changes to the salary range based on business needs.