About Blackbaud:

Leading uniquely at the intersection point of technology and social good, Blackbaud provides software, services, expertise, and data intelligence that empowers and connects people to advance the social good movement. We serve the entire social good community, which includes nonprofits, foundation, corporations, education institutions, and the individual change agents who support them. We work with over 35,000 organizations, helping them realize their goals, fund their missions, manage their operations, and develop long-lasting supporter relationships.  Our customers are passionate about making the world a better place, and we’re inspired by the opportunity to help them.

About the role:

The Jr. Sys Admin or "OC Tech III" acts as the entry point into Blackbaud Operations, managing incoming service requests and incidents.  Detail-oriented and disciplined, they are focused on service request completion, incident detection and resolution, and excellent customer service.  The Jr. Sys Admin manages ticketing queues and engages in proactive monitoring of Blackbaud’s hosted infrastructure and applications.  The ideal candidate is a great communicator and able to translate technical knowledge into actionable direction.

The Operations Center is a 24x7x365 environment.  Evening, overnight, weekend and holiday work is required.

What you’ll be doing:

• Monitor Operations devices and applications for proper operation and performance
• Investigate, diagnose, and take prescribed actions on all operational events, alarms and incidents
• Identify major incidents, restoring services where possible and engaging the Incident Management team when a major incident is identified
• Support Incident and Problem Management activities with device expertise and troubleshooting
• Maintain operational logs 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
• Address and fulfill basic requests
• 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

What we’ll want you to have:

• Must be able to work various shifts including evenings, overnights, weekends and holidays
• ITIL Foundations certification required
• Minimum of 2 IT certifications plus 3 years work experience
• Proven experience in past roles to effectively manage time, prioritize work, multi-task across many assignments, and creates deliverables with little direction
• Experience responding to events in multiple environments including Linux OS, Windows OS, or Citrix XenApp environments as well as cloud platforms such as Amazon Web Services, Microsoft Azure and VMware VSphere cloud platforms
• Experience working with sensitive information and maintain confidentiality of such data and information

#HelpGoodTakeoOver

Why you’ll want to come work here: 

• Competitive salary (commission/bonus based on type of role), 4 weeks paid time off, great benefits (medical, dental, vision, FSA), 401K match
• Gift matching, volunteer for vacation program, and endless community involvement opportunities
• Named to Forbes’ Fast Tech 25 and Fortune’s Change the World List; we are growing and offer incredible opportunity for advancement
• Tremendous company culture and office perks like onsite gym, free snacks, café, and cutting-edge new headquarters to be completed in 2018

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Blackbaud is proud to be an equal opportunity employer and is committed to maintaining a diverse and 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.