IT Support Analyst, Staff

About The Role

The IT Support Analyst within Blackbaud Corporate IT is a level 2 technical support role that includes complex troubleshooting and customer support for the company’s different endpoints. The role will work closely with the Service Desk and System Engineering teams to ensure excellent system support.

What you’ll be doing: (job duties and responsibilities)

Endpoint Support

• Assist with in-office support needs
• This is an in office/in person support role
• Handle Live Support Requests, including phone and chat support
• Support for the endpoint (desktop environment, VDI, mobile, etc.)
• Hardware maintenance, installation, and make recommendations
• Desktop software installation and/or troubleshooting
• Desktop image deployment and maintenance
• Configure, install, maintain, and repair a variety of endpoint products:
• PCs, MACs, Scanners, Printers, Peripheral devices
• Mobile device management
  
  

Endpoint Management Responsibilities

• Ensures compliance with Standard Operating Procedures (SOP)
• Ensures compliance with Service Level Agreements (SLA)
• Coordinates preventive maintenance and service program for endpoint devices
• Provides Service Desk escalation support
• Analyzes problem trends, determines root cause, and makes recommendations to team and/or management
• Conducts complex troubleshooting and root cause analysis
  
  

Knowledge Management

• Understand Knowledge Centered Solutions methodology and apply KCS to daily incident management
• Create new knowledge base articles based on customer incidents as part of the workflow
• Edit and update current knowledge base articles as they are used
• Work with application support to develop new knowledge for team based on current incidents
  
  

What we’ll want you to have: (job requirements and preferences)

• Bachelor’s degree and 3+ years of related experience, or equivalent work experience
• In-depth Knowledge of Windows OS
• In-depth Knowledge of MS Office suite products
• Experience with Apple operating systems
• Experience with Cell Phones and other mobile devices
• Experience with ServiceNow or other ticket tracking software
• Solid experience in ITIL service management processes, with practical knowledge and experience in the Service Transition lifecycle processes
• Certifications, Licenses, Registrations: A+, Net+ recognized
• Able to work flexible hours as required by business priorities
• Ability to meet required standards of quality, security and operability in their role.
  
  

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Blackbaud is a digital-first company which embraces a flexible remote or hybrid work culture. Blackbaud supports hiring and career development for all roles from the location you are in today!

Blackbaud is proud to be an equal opportunity employer and is committed to maintaining an inclusive work environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, physical or mental disability, age, or veteran status or any other basis protected by federal, state, or local law.