Support Analyst I

📋 Description

• • Provide first-line technical support for clients’ computers and networks through handling support tickets in a timely and accurate manner.
• • Deliver high-quality customer service by responding to client inquiries, resolving technical issues, and ensuring satisfaction with support outcomes.
• • Document all support interactions, resolutions, and technical procedures in accordance with firm-wide documentation standards.
• • Assist in monitoring and maintaining client systems to ensure operational continuity and security compliance.
• • Collaborate with senior IT advisors and cybersecurity specialists to escalate complex issues and contribute to problem resolution.
• • Participate in periodic training to expand technical knowledge and take on additional responsibilities as assigned.
• • Work within scheduled shifts that provide coverage between 6:00 AM and 8:00 PM Pacific Time to align with client needs across the U.S.
• • Maintain confidentiality and adhere to data protection protocols when handling client information and systems.
• • Support the CyberSecurity IT Advisory practice by contributing to routine maintenance, patch management, and system health checks.
• • Adapt to evolving client requirements and emerging IT support needs within a dynamic, full-service accounting firm environment.
• • Contribute to a culture of inclusivity, innovation, and continuous improvement by sharing insights and feedback with team leads.
• • Utilize internal tools and ticketing systems to track, prioritize, and close support requests with attention to detail and service quality.
• • Follow established IT policies and procedures to ensure alignment with BPM LLP’s standards for client service and operational integrity.
• • Prepare and maintain clear, organized records of support activities for audit readiness and knowledge transfer purposes.
• • Engage with cross-functional teams to ensure seamless coordination between IT support and accounting/consulting client services.