Technical Support Analyst II

About the role

The Billy Graham Evangelistic Association (BGEA) seeks a Technical Support Analyst II to provide advanced technical support to internal Ministry staff and team members. 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.

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
• Maintains 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
• 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

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
• Maintains 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
• 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

Job Specifications

• 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
• Able 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
• Consistently demonstrates a high level of integrity and professionalism

Skills and Knowledge

• 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
• Able to plan and carry out work independently, relative to assigned priorities

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

Job Specifications

• 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
• Able to plan and carry out work independently, relative to assigned priorities

Benefits Summary

• Full-Time employees working at least 36 hours per week, are eligible for benefits
• Medical, prescription, dental and vision insurance
• Flexible Spending Account (FSA)
• Long term and short term disability insurance
• Term Life insurance
• 401(k) retirement savings plan
• 10 paid holidays, including 1 floating holiday
• Minimum 12 days of vacation
• 10 sick days