IT Support Analyst Role

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Analyst Itil service management Mobile device management Security Tech Support

Join Blackbaud Corporate IT as an IT Support Analyst (Staff Level), providing comprehensive level 2 technical support for various company endpoints. You will collaborate closely with Service Desk and System Engineering teams to deliver exceptional troubleshooting and customer service within an in-office environment.

Key Responsibilities
  • Provide in-person endpoint support for desktops, VDIs, mobile devices, and peripherals.
  • Handle live support requests via phone and chat, ensuring prompt resolution.
  • Perform hardware maintenance, installation, and make recommendations for endpoint products.
  • Deploy and maintain desktop images and software installations.
  • Coordinate preventive maintenance and service programs for endpoint devices.
  • Ensure compliance with Standard Operating Procedures (SOP) and Service Level Agreements (SLA).
  • Conduct complex troubleshooting, root cause analysis, and escalate issues to Service Desk as needed.
  • Create, edit, and update knowledge base articles based on incidents, applying Knowledge Centered Solutions (KCS) methodology.
  • Collaborate with application support to develop new knowledge resources for the team.
Required Skills & Qualifications
  • Bachelor’s degree and 3+ years of related experience, or equivalent work experience.
  • In-depth knowledge of Windows OS and MS Office suite products.
  • Experience with Apple operating systems, mobile devices, and ServiceNow or similar ticketing tools.
  • Solid understanding of ITIL service management processes, especially Service Transition lifecycle.
  • Certifications such as CompTIA A+ and Net+ are recognized.
  • Ability to work flexible hours and meet quality, security, and operability standards.

No forms. Your profile is generated instantly.

Job Type: Remote

Salary: Not Disclosed

Experience: Entry

Duration: 12.0 Months

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