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 Support
Provide in‑office and in-person IT support for employees and leadership
Handle live support requests, including phone, chat, and ticketing tools
Endpoint support for desktop environments, VDI, and mobile devices
Install, configure, maintain, and troubleshoot hardware and software issues
Employee onboarding and offboarding
Support PCs, Macs, printers, scanners, peripherals, conference room AV systems, video conferencing, collaboration tools and shared workplace technologies
Perform desktop imaging, deployment, and lifecycle refresh activities
Mobile Device Management
Endpoint Management Responsibilities
Ensures compliance with Standard Operating Procedures (SOP) and Service Level Agreements (SLA)
Focus on improving user experience through proactive support and issue prevention
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Create, review, and continuously improve SOPs and operational documentation
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
IT Operations & Vendor Coordination
Oversee and monitor daily IT health for India operations, ensuring minimal disruption to business
Identify recurring issues and risks impacting user productivity and address them immediately/ escalate proactively
Coordinate with vendors for repairs, replacements, and service requests
Asset & Inventory Management
Manage IT asset lifecycle including procurement support, tagging, deployment, tracking, and disposal
Maintain accurate asset and inventory records for endpoints and peripherals
Perform periodic audits and reconciliation to ensure asset compliance
Knowledge Management
Understand Knowledge Centered Solutions methodology and apply KCS to daily incident management
Create and update Knowledge Base articles based on customer incidents and changes
Contribute to process documentation and self‑service enablement
What we’ll want you to have: (job requirements and preferences)
Bachelor’s degree and 3+ years of onsite IT support/ relevant L2 support experience
In-depth Knowledge of Windows OS and MS Office suite products
Experience with Apple operating systems and Cell Phones and other mobile devices
Hands‑on experience with ServiceNow or similar ticket tracking tools
Experience supporting AV systems, printers, and workplace technology
Solid experience in ITIL service management processes, with practical knowledge and experience in the Service Transition lifecycle processes
Certifications, Licenses, Registrations: A+, Net+ recognized or equivalent preferred
Able to work in Night shifts (7:30 PM to 4:30 AM IST) / flexible hours.
Ability to meet required standards of quality, security and operability in their role.
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Blackbaud powers social impact through purpose‑driven 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.
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