About the role:
The Operations Center Technician will be responsible for the proactive monitoring and support of Blackbaud's Operations Center and Corporate IT, ensuring that service impacting events for internal and external customers are resolved within agreed upon SLA time frames. This role includes complex troubleshooting, customer support, and will act as the communication bridge between repair agents and business users when dealing with service impacting events and system outages.What you’ll do
Endpoint Support

Manage ticketing queues, Live Support Requests (phone and chat support) and engage in proactive monitoring of Blackbaud’s hosted infrastructure and applications.

Investigate, diagnose, and take prescribed actions on all operational events, alarms and incidents

Execute on Incident response with relentless initial focus on restoration of service, followed by a drive to ensure the root cause of problems are identified and resolved permanently

Maintain operational logs of all alerts and requests, recording and classifying all related messages; maintain all operational data collection procedures, mechanisms and tools

Maintain operational documentation including knowledgebase articles

Accurately escalate incidents and service requests beyond the scope or responsibility of the Ops Center

Maintain response and resolution of cases/tickets received in queue against established Service Level Objectives

Communicate status of requests and incidents with requestor or relevant stakeholders

Inform daily operations by monitoring and analyzing incident data, including running Post Incident Reviews, collecting accurate incident data, assigning actions and managing action follow up

A “customer-first” mindset in taking ownership of daily operations of the team, focused on operational effectiveness while meeting SLA/OLAs

Support for the endpoint (desktop environment, VDI, mobile, etc.)

Desktop software installation and/or troubleshooting

Configure, install, maintain, and repair a variety of endpoint products:

PCs, MACs, Scanners, Printers, Peripheral devices

Mobile device management

Endpoint Management

Ensures compliance with Standard Operating Procedures (SOP)

Ensures compliance with Service Level Agreements (SLA)

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

Knowledge Management

Understand Knowledge Centered Solutions methodology and apply KCS to daily incident management

Create new knowledge base articles based on customer incidents as part of the workflow

Edit and update current knowledge base articles as they are used

Work with application support to develop new knowledge for team based on current incidents

What you’ll bring

In-depth Knowledge of Windows OS

In-depth Knowledge of MS Office suite products

Experience with Apple operating systems

Experience with Cell Phones and other mobile devices

Experience with ServiceNow or other ticket tracking software

Solid experience in ITIL service management processes, with practical knowledge and experience in the Service Transition lifecycle processes (ITIL Foundations V3 or V4 preferred but not required)

Certifications, Licenses, RegistrationsA+, Net+ recognized

Able to work flexible hours as required by business priorities

Stay up to date on everything Blackbaud, follow us on Linkedin, X, Instagram, Facebook and YouTube Blackbaud is a digital-first company which embraces a flexible remote or hybrid work culture. Blackbaud supports hiring and career development for all roles from the location you are in today!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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Operations Center Technician, Associate