Operations Center Technician, Staff

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 be doing: (Job duties and responsibilities) 

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 Responsibilities 

• 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 we’ll want you to have: (Job requirements and preferences) 

• Bachelor’s degree and 3+ years of related experience, or equivalent work experience 

• 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, Registrations: A+, Net+ recognized 

• Able to work flexible hours as required by business priorities