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 Do

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 You'll Bring

3+ years of related 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 powers social impact through purposedriven 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.

IT Support Analyst, Staff