IT Support Analyst, Staff (Telangana)

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 productive 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 - 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. Disclaimer : This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying. .