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 effective 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

📌 IT Support Analyst, Staff (Hyderabad)
🏢 Blackbaud India
📍 Hyderabad