IT Support Analyst
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. You will work closely with the Service Desk and System Engineering teams to ensure excellent system support.
What You'll Do
- Assist with in-office support needs and handle Live Support Requests, including phone and chat support.
- Provide support for the endpoint (desktop environment, VDI, mobile, etc.) as well as configure, install, maintain and repair a variety of endpoint products (PCs, MACs, Scanners, Printers, Peripheral devices)
- Provide hardware maintenance and installation, desktop software installation and/or troubleshooting, desktop image deployment and maintenance as well as mobile device management.
- Provides Service Desk escalation support and conduct complex troubleshooting and root cause analysis
- Understand Knowledge Centered Solutions methodology and apply KCS to daily incident management
- Create new or update current knowledge base articles based on customer incidents as part of the workflow
What You'll Bring
- 3+ years of related experience
- In-depth Knowledge of Windows OS and MS Office suite products
- Experience with Apple operating systems and 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
- This is an in office/in person support 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.
