BPM is hiring a
Support Analyst I

Summary

Join BPM, a progressive and purposeful accounting firm that values people and provides equal employment opportunities, as a Support Analyst I in the Managed IT Services practice. This entry-level position involves handling support tickets, customer service, and documentation, with additional technical responsibilities added periodically.

Requirements

• A Diploma or Bachelors Degree
• 2+ years of work experience in any field
• Excellent verbal and written communication skills with a customer service ethic
• Great phone personality
• A solid understanding of the troubleshooting process
• Ability to prioritize and triage incoming requests
• A robust desire to learn new skills and grow professionally
• Humility to ask for help when you’re in over your head
• General familiarity with computers and modern operating systems
• Ability to work from home (Quiet environment, reliable power and internet)
• Ability to follow directions

Responsibilities

• Provide first-touch for new trouble tickets submitted by our clients by email or phone
• Own client communications for tickets as they pass through the ticketing system to resolution
• Troubleshoot any and all technologies our clients use, including those which you have never seen before
• Seek assistance from colleagues and experts to assist with cases beyond your technical abilities
• Proactively learn new technologies and train other staff members them

Preferred Qualifications

• Familiarity with ticketing systems
• Specific knowledge of Windows and other Microsoft products
• Expertise in Microsoft Office
• Experience writing documentation
• Previous IT or call center experience
• Strong skills in using analogies to explain technical topics to non-technical users