The IT Support Analyst within Blackbaud Corporate IT is a level2technical 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.
Whatyou’ll do:
Endpoint Support
Assistwith 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,determinesroot cause, and makes recommendations to team and/or management
Conducts complex troubleshooting and root cause analysis
Knowledge Management
Understand Knowledge Centered Solutionsmethodologyand 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 usedWork with application support to develop new knowledge for team based on current incidents
What you'll bring:
3+ years ofrelated 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, RegistrationsA+, Net+ recognized
Able to work flexible hours as required by business priorities
Ability to meet required standards of quality,securityand operability in their role.
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Blackbaud powers social impact through purpose‑driven technology and responsible AI. Guided by our Intelligence for Good® vision, we’re building a culture where innovation, trust, and human expertise come together to help organizations make a greater difference in the world.
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.
Blackbaud (NASDAQ: BLKB) is the leading software provider exclusively dedicated to powering social impact. Serving the nonprofit and education sectors, companies committed to social responsibility, and individual change makers, Blackbaud’s essential software is built to accelerate impact in fundraising, nonprofit financial management, digital giving, grantmaking, corporate social responsibility and education management.
With millions of users and $100 billion donated, granted, and invested through its platforms every year, Blackbaud’s solutions are unleashing the potential of the people and organizations who change the world.
Blackbaud has been named to Newsweek’s list of America’s Most Responsible Companies, Quartz’s list of Best Companies for Remote Workers, and Forbes’ list of America’s Best Employers. A remote-first company, Blackbaud has operations in the United States, Australia, Canada, Costa Rica and the United Kingdom, supporting users in 100+ countries. Learn more at blackbaud.com or follow us on LinkedIn, Twitter and Instagram.
