About the role:

The Operations Center Technicianwillbe responsible forthe proactive monitoring and support of Blackbaud's Operations Centerand Corporate IT, ensuring that serviceimpactingeventsfor internal and external customersare resolved within agreed upon SLAtime frames This roleincludes complex troubleshooting,customer support, andwill act as the communication bridge between repair agents and business users when dealing with service impacting events and system outages.

Whatyou’llbe doing:(Job duties and responsibilities)

Endpoint Support

• Manage ticketing queues, Live Support Requests (phone and chat support)and engage in proactive monitoring of Blackbaud’s hosted infrastructure and applications

• Investigate, diagnose, and take prescribed actions on all operational events,alarmsand incidents

• Execute on Incident response with relentlessinitialfocus on restoration of service, followed by a drive to ensure the root cause of problems areidentifiedand resolved permanently 

• Maintain operational logs of all alerts and requests, recording and classifying all related messages;maintainall operational data collection procedures,mechanismsand tools 

• Maintainoperational documentation including knowledgebase articles 

• Accurately escalate incidents and service requests beyond the scope or responsibility of the Ops Center 

• Maintain response and resolution of cases/tickets received in queue against established Service Level Objectives 

• Communicate status of requests and incidents with requestor or relevant stakeholders 

• Inform daily operations by monitoring and analyzing incident data, including running Post Incident Reviews, collectingaccurateincident data, assigningactionsand managing action follow up 

• A “customer-first” mindset in taking ownership of daily operations of the team, focused on operational effectiveness while meeting SLA/OLAs

• Support for the endpoint (desktop environment, VDI, mobile, etc.)

• Desktop software installation and/or troubleshooting

• 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 used

• Work with application support to develop new knowledge for team based on current incidents

Whatwe’llwant you to have:(Job requirements and preferences)

• Bachelor’s degreeand 3+ years of related experience, orequivalent 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(ITIL Foundations V3 or V4 preferred but notrequired )

• Certifications, Licenses, RegistrationsA+, Net+ recognized

• Able to work flexible hours as required by business priorities