IT Support Analyst, Associate (BB-2084C)

Encontrado en: Neuvoo CR

Job Summary: IT Support Analyst within Blackbaud Corporate IT is a technical support role that includes complex troubleshooting and customer support for the company’s different endpoints. The role will work closely with the System Engineering teams to ensure excellent system support. Key Accountabilities Endpoint Support Support for the endpoint (desktop environment, VDI, mobile, software, etc.) Support the customer (phone, chat, and ticket queues) Hardware maintenance and installation Desktop software installation and/or troubleshooting Desktop image deployment Configure, install, maintain, and repair a variety of endpoint products: PCs, Macs, Monitors, Docking Stations, Printers, Peripheral devices Mobile device management Endpoint Management Responsibilities Ensures compliance with Standard Operating Procedures (SOP) Ensures compliance with Service Level Agreements (SLA) Conducts preventive maintenance and service program for endpoint devices Trains end user in the use of equipment and/or software when required Conducts remote troubleshooting and first contact resolution Utilize resources to assist customers in resolving problems, (remote desktop sessions) 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 Design and distribute self-service options for the customer Education and Experience High School degree required Technical Degree + 3 years related experience in similar roles or Bachelor’s Degree + 1 year related experience in similar roles or 5 years related experience in similar roles Advance English Level (B2-C1) Certifications, Licenses, Registrations A+, Net+ recognized Competencies In-depth Knowledge of Windows OS In-depth Knowledge of Microsoft Office suite products Experience with Apple operating systems Experience with ServiceNow or other ticket tracking software Experience with Quest KACE or other client management system Other Qualifications Strong analytical, problem-solving and decision-making capabilities Strong team building and development skills, build professional relationships Sound business ethics, including the protection of proprietary and confidential information Excellent communication skills, both oral and written Ability to translate technical related information and procedures into user solutions providing presentation-quality user requirements and documentation Why you’ll want to come work here: Private medical insurance Work from home Tuition Reimbursement Asociación Solidarista Employee Assistant Program Gift matching, volunteer for time off program, and endless community involvement opportunities Named to Forbes’ Fast Tech 25, we are growing and offer incredible opportunity for continued advancement Tremendous company culture

calendar_todayhace 1 día

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info Full time

location_onCosta Rica

work Blackbaud

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