IT Support Analyst, Senior

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

• *Key Responsibilities:**
• 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 setting, VDI, mobile, etc.).
• Perform hardware maintenance, installation, and make recommendations.
• Conduct desktop software installation and/or troubleshooting.
• Manage desktop image deployment and maintenance.
• Configure, install, maintain, and repair a variety of endpoint products such as PCs, MACs, Scanners, Printers, and Peripheral devices.
• Manage mobile device management.
• *Endpoint Management Responsibilities:**
• Ensure compliance with Standard Operating Procedures (SOP) and Service Level Agreements (SLA).
• Coordinate preventive maintenance and service program for endpoint devices.
• Provide Service Desk escalation support.
• Analyze problem trends, determine root cause, and make recommendations to the team and/or management.
• Conduct 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 current knowledge for the team based on current incidents.
• *Qualifications Required:**
• 5+ years of related experience.
• In-depth Knowledge of Windows OS and MS Office suite products.
• Experience with Apple operating systems and 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 your role.

Blackbaud is a digital-first company that embraces an adaptable remote or hybrid work culture. Blackbaud supports hiring and career development for all roles from the location you are in today. The IT Support Analyst within Blackbaud Corporate IT is a level 2 technical support role that includes complex troubleshooting and customer support for the companys different endpoints. The role will work closely with the Service Desk and System Engineering teams to ensure excellent system support.

• *Key Responsibilities:**
• 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 setting, VDI, mobile, etc.).
• Perform hardware maintenance, installation, and make recommendations.
• Conduct desktop software installation and/or troubleshooting.
• Manage desktop image deployment and maintenance.
• Configure, install, maintain, and repair a variety of endpoint products such as PCs, MACs, Scanners, Printers, and Peripheral devices.
• Manage mobile device management.
• *Endpoint Management Responsibilities:**
• Ensure compliance with Standard Operating Procedures (SOP) and Service Level Agreements (SLA).
• Coordinate preventive maintenance and service program for endpoint devices.
• Provide Service Desk escalation support.
• Analyze problem trends, determine root cause, and make recommendations to the team and/or management.
• Conduct 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 current knowledge for the team based on current incidents.
• *Qualifications Required:**
• 5+ years of related experience.
• In-depth Knowledge of Windows OS and MS Office suite products.
• Experience with Apple operating systems and 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 your role.

Blackbaud is a digital-first company that embraces an adaptable remote or hybrid work culture. Black