Technical Support Analyst II

Description

Is God calling you to ministry?

For over 75 years, The Billy Graham Evangelistic Association (BGEA) has proclaimed the Gospel through its various ministries. Whether you work at our headquarters in Charlotte, North Carolina, the Billy Graham Library in Charlotte, North Carolina, the Billy Graham Training Center at the Cove (BGTC) in Asheville, North Carolina, Blue Ridge Broadcasting (BRB) in Asheville, North Carolina or a field office abroad, you are part of a team of committed Christians working together to reach people to the ends of the earth with the Gospel.

All employees proclaim the Gospel of Jesus Christ through their employment, and thereby further BGEA’s religious mission.

The BGEA Information Technology (IT) department consists of the following areas:
Operations (networking/routing, servers, storage, security cameras, telephony), Service Desk (end-user hardware and software management/support, event support, general IT assistance), Cybersecurity (threat defense, monitoring/analysis, awareness, and compliance), Enterprise Solutions (application and web development, data visualization, report writing, database management), and Enterprise Solutions Support (Donor/CRM, Financial, HR, and other ERP type solutions support). The IT department furthers the mission of BGEA through supporting, developing, scaling, and securing the assets, infrastructure, and programs required by all areas of the ministry while maintaining and ensuring their availability.

The Technical Support Analyst II provides advanced technical support to internal Ministry staff and team members. Duties include troubleshooting various hardware, software, and network-related issues, installation and configuration of IT systems, documenting solutions, and escalating issues when necessary. This mid-level position is ideal for someone with a strong knowledge of operating systems, along with proven experience with troubleshooting tools, networking concepts, and a customer-focused mindset.

• Maintains a personal, active relationship with Jesus Christ and is a consistent witness for Jesus Christ
• Faithfully upholds BGEA in prayer
• Participates in daily BGEA staff devotions including Bible reading, and leading group prayer as schedule permits
• Demonstrates behavior aligned with BGEA’s Mission Statement, Statement of Faith, Hallmarks, policies, and expectations
• Effectively represents Jesus Christ to those within both personal and professional spheres of influence

• Provides reliable and timely advanced-level telephone and desk side support of workstations, printers/copiers, mobile devices, and other IT equipment in a network environment
• Monitors service and referred calls, clearly noting problems in the tracking system; keeps users informed of the status of inquiries
• Contributes in creating and updating technical documentation of relevant Service Desk procedures and tasks
• Provides accurate network account administration and maintenance
• Assists in the procurement of user hardware and software needs

• Provides scheduled on-call support outside of normal work hours when needed or directed
• Pursues advanced knowledge and experience of existing IT and end-user software applications to support users and other analysts
• Other duties as assigned

Skills and Knowledge

• 2+ years’ experience
• Proficient with Microsoft Windows, Office, macOS, and iOS
• Familiar with Linux operating systems
• Competent in networking principals (DHCP, DNS, TCP/IP, LAN, WLAN, etc.)
• Competent with Service Desk ticketing and inventory tools
• Familiar with client/server architecture
• Ability to plan and carry out work independently, relative to assigned priorities

• Desire to contribute in a progressive IT department
• Must be able to quickly establish rapport with non-technical people
• Self-starter who has ability to prioritize tasks and stay organized
• Excellent oral and written communication skills
• Must make details a high priority
• Comfortable being on the telephone for extended periods
• Enjoy talking to…