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. Christian Purpose And Expectations All employees proclaim the Gospel of Jesus Christ through their employment, and thereby further BGEA’s religious mission. Department Detail – 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. Job Summary – 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. Ministry Requirements 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 Essential Duties And Responsibilities 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 Marginal Duties and Responsibilities 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 Job Specifications 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 Physical/Mental Demands 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 people and putting them at ease Ability to work extended hours as needed for some projects or events Ability to work on multiple tasks simultaneously Ability to work productively despite frequent interruptions Consistently demonstrates a high level of integrity and professionalism Working Conditions Work is typically performed in conventional office and technology environments Duties involve working closely with others, under pressure, and through interruptions Some domestic travel may be required Mission Statement Continuing the lifelong work of Billy Graham, the Billy Graham Evangelistic Association exists to support and extend the evangelistic calling and ministry of Franklin Graham by proclaiming the Gospel of the Lord Jesus Christ to all we can by every effective means available to us and by equipping the church and others to do the same. Statement of Faith These core beliefs make up the foundation upon which all our ministry endeavors are based. We believe the Bible to be the inspired, the only infallible, authoritative Word of God revealing the love of God to the world. (1 Thessalonians 2:13; 2 Timothy 3:15-17; John 3:16). We believe that there is one God, eternally existent in three persons: Father, Son, and Holy Spirit. (Matthew 28:19; John 10:30; Ephesians 4:4-6). We believe in the deity of the Lord Jesus Christ, in His virgin birth, in His sinless life, in His miracles, in His vicarious and atoning death through His shed blood on the cross, in His bodily resurrection, in His ascension to the right hand of the Father, and in His personal return in power and glory. (Matthew 1:23; John 1:1-4 and 1:29; Acts 1:11 and 2:22-24; Romans 8:34; 1 Corinthians 15:3-4; 2 Corinthians 5:21; Philippians 2:5-11; Hebrews 1:1-4 and 4:15). We believe that all men everywhere are lost and face the judgment of God, that Jesus Christ is the only way of salvation, and that for the salvation of lost and sinful man, repentance of sin and faith in Jesus Christ results in regeneration by the Holy Spirit. Furthermore, we believe that God will reward the righteous with eternal life in heaven, and that He will banish the unrighteous to everlasting punishment in hell. (Luke 24:46-47; John 14:6; Acts 4:12; Romans 3:23; 2 Corinthians 5:10-11; Ephesians 1:7 and 2:8-9; Titus 3:4-7). We believe in the present ministry of the Holy Spirit, whose indwelling enables the Christian to live a godly life. (John 3:5-8; Acts 1:8 and 4:31; Romans 8:9; 1 Corinthians 2:14; Galatians 5:16-18; Ephesians 6:12; Colossians 2:6-10). We believe in the resurrection of both the saved and the lost; the saved unto the resurrection of eternal life and the lost unto the resurrection of damnation and eternal punishment. (1 Corinthians 15:51-57; Revelation 20:11-15). We believe in the spiritual unity of believers in the Lord Jesus Christ and that all true believers are members of His body, the church. (1 Corinthians 12:12, 27; Ephesians 1:22-23). We believe that the ministry of evangelism (sharing and proclaiming the message of salvation only possible by grace through faith in Jesus Christ) and discipleship (helping followers of Christ grow up into maturity in Christ) is a responsibility of all followers of Jesus Christ. (Matthew 28:18-20; Acts 1:8; Romans 10:9-15;1 Peter 3:15). We believe God’s plan for human sexuality is to be expressed only within the context of marriage, that God created man and woman as unique biological persons made for each other. God instituted monogamous marriage between male and female as the foundation of the family and the basic structure of human society. For this reason, we believe that marriage is exclusively the union of one genetic male and one genetic female. (Genesis 2:24;