IT Support Analyst, Staff

Blackbaud; Hyderabad; On-site; INR 420,000 - 540,000; Full time

Job summary

Blackbaud Corporate IT seeks an IT Support Analyst to deliver end user and endpoint support across Windows, macOS, and mobile devices. You will manage hardware and software issues, assist with onboarding/offboarding, and support AV and collaboration tools while coordinating with vendors and internal teams.

You will follow SOPs/SLA, perform complex troubleshooting, and contribute to knowledge base updates. Night shifts may be required in some regions as part of coverage.

Qualifications

• Bachelor's degree and 3+ years of onsite IT support/L2 support experience.
• In-depth knowledge of Windows OS and MS Office suite products.
• Experience with Apple macOS and 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; A+, Net+ preferred.

Responsibilities

• Provide end user and endpoint support for employees and leadership, including in-office and in-person IT support.
• Handle live support requests via phone, chat, and ticketing tools; perform desktop imaging and lifecycle refresh.
• Manage devices across PCs, Macs, printers, scanners, and collaboration tech; support conferencing systems.
• Coordinate with Service Desk, System Engineering, HR, Facilities, and external vendors to ensure reliable IT operations.
• Oversee asset lifecycle, inventory accuracy, and periodic audits; assist in knowledge management and SOP updates.
• Escalate to Service Desk and conduct root-cause analysis to improve user experience.

Job description

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:

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/ elevate 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:

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.

Blackbaud (NASDAQ: BLKB) is the world's leading cloud software company powering social good. Serving the entire social good community - nonprofits, foundations, corporations, education institutions, healthcare institutions and individual change agents - Blackbaud connects and empowers organizations to increase their impact through software, services, expertise, and data intelligence. The Blackbaud portfolio is tailored to the unique needs of vertical markets, with solutions for fundraising and CRM, marketing, advocacy, peer-to-peer fundraising, corporate social responsibility, school management, ticketing, grantmaking, financial management, payment processing, and analytics. Serving the industry for more than three decades, Blackbaud is headquartered in Charleston, South Carolina and has operations in the United States, Australia, Canada, and the United Kingdom.