IT Support Analyst, Staff

The IT Support Analyst within Blackbaud Corporate IT is a level 2 technical support role responsible for delivering high‑quality end user support that includes complex troubleshooting and support for company’s different endpoints. This role will work closely with the Service Desk, System Engineering, HR, Facilities, and external vendors to ensure reliable, secure, and efficient IT operations across endpoints and collaboration technologies.What you’ll be doing: (job duties and responsibilities)End User & Endpoint SupportProvide in‑office and in-person IT support for employees and leadershipHandle live support requests, including phone, chat, and ticketing toolsEndpoint support for desktop environments, VDI, and mobile devicesInstall, configure, maintain, and troubleshoot hardware and software issuesEmployee onboarding and offboardingSupport PCs, Macs, printers, scanners, peripherals, conference room AV systems, video conferencing, collaboration tools and shared workplace technologiesPerform desktop imaging, deployment, and lifecycle refresh activitiesMobile Device ManagementEndpoint Management ResponsibilitiesEnsures compliance with Standard Operating Procedures (SOP) and Service Level Agreements (SLA)Focus on improving user experience through proactive support and issue preventionCreate, review, and continuously improve SOPs and operational documentationCoordinates preventive maintenance and service program for endpoint devicesProvides Service Desk escalation supportAnalyzes problem trends, determines root cause, and makes recommendations to team and/or managementConducts complex troubleshooting and root cause analysisIT Operations & Vendor CoordinationOversee and monitor daily IT health for India operations, ensuring minimal disruption to businessIdentify recurring issues and risks impacting user productivity and address them immediately/ escalate proactivelyCoordinate with vendors for repairs, replacements, and service requestsAsset & Inventory ManagementManage IT asset lifecycle including procurement support, tagging, deployment, tracking, and disposalMaintain accurate asset and inventory records for endpoints and peripheralsPerform periodic audits and reconciliation to ensure asset complianceKnowledge ManagementUnderstand Knowledge Centered Solutions methodology and apply KCS to daily incident managementCreate and update Knowledge Base articles based on customer incidents and changesContribute to process documentation and self‑service enablementWhat we’ll want you to have: (job requirements and preferences)Bachelor’s degree and 3+ years of onsite IT support/ relevant L2 support experienceIn-depth Knowledge of Windows OS and MS Office suite productsExperience with Apple operating systems and Cell Phones and other mobile devicesHands‑on experience with ServiceNow or similar ticket tracking toolsExperience supporting AV systems, printers, and workplace technologySolid experience in ITIL service management processes, with practical...