Response Support Analyst II

Forvis Mazars, LLP•New York, NY

18d•$27 - $45•Onsite

About The Position

The Response Support Analyst II is an experienced frontline support role in the Tier I Response function, providing enterprise-level remote IT support to end users across multiple business units. The analyst handles a broader range of incidents with increased independence, including complex or ambiguous issues and escalations from Tier I intake. The role builds on the foundational skills of a Response Support Analyst I and contributes as a senior operational team member. The analyst logs, prioritizes, troubleshoots, and resolves incidents in accordance with ITIL-aligned Incident Management processes, maintaining accurate documentation and clear communication with users. The position also serves as a functional escalation point for Response Support Analyst I team members, offering guidance on troubleshooting, ticket handling, and escalation decisions, and helping maintain service continuity during high-volume periods. The role uses approved AI-assisted tools, including guided diagnostics, Copilot-supported intake, and knowledge recommendations. The analyst validates AI-assisted outputs using human judgment, recognizes when manual intervention or escalation is needed, and identifies opportunities to improve AI responses and knowledge content. The position works under the guidance of the Response Team Lead and helps stabilize service operations, mentor less experienced analysts, and provide reliable, professional support. This is an onsite position in the New York City office. Extended support coverage may be required, including evenings, weekends, or holidays.

Requirements

High school diploma or equivalent.
Experience resolving Tier I incidents with minimal supervision.
Working knowledge of ITIL-aligned Incident Management processes, including intake, prioritization, troubleshooting, documentation, and escalation.
Experience using ITSM or ticketing systems to manage and document incidents.
Strong troubleshooting, problem-solving, and communication skills.

Nice To Haves

2+ years of experience in IT support, service desk, help desk, customer support, or a related environment.
Associate’s or bachelor’s degree, or relevant technical coursework.
Experience handling more complex or ambiguous technical issues.
Experience troubleshooting operating systems, productivity tools, peripherals, and access-related issues.

Responsibilities

Provide enterprise-level Tier I technology support to end users across multiple business units, resolving a broader range of incidents with minimal supervision.
Log, categorize, prioritize, and update incidents and service requests in the ITSM platform in accordance with documented procedures and ITIL-aligned Incident Management processes.
Perform advanced Tier I troubleshooting for hardware, software, access, operating system, printing, and peripheral issues.
Guide Response Support Analyst I team members on troubleshooting, ticket handling, and escalation decisions.
Handle higher-complexity, ambiguous, or priority incidents beyond entry-level Tier I scope, resolving them promptly or escalating appropriately.
Communicate professionally and consistently with users and stakeholders throughout the incident lifecycle, setting expectations and providing status updates.
Escalate incidents to the Resolution support team when necessary, ensuring thorough documentation and an effective handoff.
Meet or exceed individual and team performance metrics for resolution quality, documentation accuracy, and service-level commitments.
Support service continuity during high-volume periods and participate in extended support coverage as required, potentially including evenings, weekends, or holidays.
Use approved AI-assisted tools, such as guided diagnostics, Copilot-supported intake, and knowledge recommendations, to improve incident intake and resolution speed, accuracy, and consistency.
Validate AI-assisted recommendations using sound human judgment and recognize when manual intervention or escalation is required.
Identify gaps, inaccuracies, and improvement opportunities in AI responses or knowledge content and provide feedback for continuous improvement.