Support Analyst I (Open To Remote, Anywhere In Us)

BPM Overview:

What does BPM stand for? Innovation, opportunity, community, diversity, inclusivity, flexibility and so much more.

B-P-M stands for “Because People Matter,” because at our core, our people drive everything we do and how we do it.

We are a forward-thinking, full-service accounting firm providing modern solutions to businesses across the globe. We focus on comprehensive assurance, tax, and consulting services for our clients, and we provide our people and our community with the resources to lead meaningful and purposeful lives.

While we are one of the largest California-based accounting firms, our flexible work locations and schedules mean we have professionals across the continent. BPM offers a rich diversity in clients, industries, and overall work. Our teams and our clients drive us to provide quality services and ignite unique insights and ideas that contribute to our continued success. Our clients come from different backgrounds and industries, which keep our people intellectually challenged every day.

Our initiatives and ideals lead to our continued recognition as one of the “Best Places to Work” in the Bay Area and beyond. We are dedicated to providing meaningful careers for all of our employees along with fostering an environment that allows an integrated lifestyle. Our flexible culture allows our professionals to live a balanced lifestyle between their work responsibilities and personal commitments.

Position Overview:

Our Managed IT Services practice is looking to fill two Support Analyst I positions to support our clients’ computers and networks. Primary responsibilities will be handling support tickets, customer service, and documentation; with additional technical responsibilities added periodically. These entry-level positions are a great place to start your career in IT as we always promote internally where possible. These are remote (work from home) positions, starting part-time and adding more hours as your skills grow. Successful hires should anticipate moving to full-time within 6-12 months. Your work shifts will be arranged to provide coverage between 6am and 8pm Pacific time. New hires will start with 20-30 hours per week.

You Have (Requirements):

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

You Ideally Have (Preferred Qualifications):

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

You Will (Job Responsibilities):

• Troubleshoot any and all technologies our clients use, including those which you have never seen before.
• Seek assistance from colleagues and experts to assist you with cases beyond your technical abilities.
• Provide first-touch for new trouble tickets submitted by our clients by email or phone.
• Proactively learn new technologies and train other staff members them.
• Develop the skills required for promotion to Support Analyst II within 1 year of hiring.
• Own client communications for tickets as they pass through the ticketing system to resolution.

$20 - $23 an hour

The Application Process:

Please submit your resume through the Apply for This Job button above.

Please submit a cover letter including:

oA story of a time in your life when you troubleshot something that was broken, what you learned, and how you fixed it

oAny areas of IT which you would like to grow towards as you begin your career

Wondering if you should apply?

At BPM we are people who value people. We are progressive and purposeful. We are a firm with flexibility. Our

shared entrepreneurial spirit drives us to see and do things differently. And our passion for people makes BPM a place where everyone feels welcome, valued, and part of something bigger.

BPM provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

For positions based in San Francisco, consideration of qualified candidates with arrest and conviction records will be in a manner consistent with the San Francisco Fair Chance Ordinance.

Please note - this posting is for prospective candidates only. Unsolicited third-party resume submissions will be considered property of BPM and will not be acknowledged or returned.