Technical Support Analyst II

Billy Graham Evangelistic Association; Asheville (NC); On-site; USD 50,000 - 70,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

401(k) retirement savings plan

12 days of vacation

Job summary

Billy Graham Evangelistic Association is looking for a Technical Support Analyst II in Asheville, NC to provide advanced technical support to internal staff. The role involves troubleshooting hardware and software issues, maintaining network systems, and creating technical documentation. Candidates should have at least 2 years of technical support experience and knowledge of various operating systems. The position offers comprehensive benefits including health insurance and a 401(k) retirement plan.

Qualifications

• Minimum 2 years of experience in a technical support role.
• Strong proficiency in Microsoft Windows, Office, and some knowledge of Linux.
• Familiarity with networking concepts essential for a helpdesk environment.

Responsibilities

• Provide advanced telephone and desk-side support.
• Log problems in the tracking system and keep users updated.
• Update technical documentation as necessary.

Skills

2+ years experience in technical support

Proficient with Microsoft Windows and Office

Familiar with Linux operating systems

Competent in networking principles

Ability to plan and prioritize tasks

Tools

Service Desk ticketing tools

Microsoft Office

Job description

Technical Support Analyst II

Technical Support Analyst II provides advanced technical support to internal ministry staff and team members. The role involves troubleshooting hardware, software and network issues, installing and configuring IT systems, documenting solutions and escalating issues when necessary. It requires a strong knowledge of operating systems, networking concepts and a customer‑focused mindset.

Responsibilities

• Provides reliable and timely advanced‑level telephone and desk side support for workstations, printers/copiers, mobile devices and other IT equipment within a network environment.
• Monitors service and referred calls, logs problems in the tracking system and keeps users informed of status.
• Contributes to creating and updating technical documentation of Service Desk procedures and tasks.
• Provides accurate network account administration and maintenance.
• Assists in procurement of user hardware and software needs.
• Provides scheduled on‑call support outside normal work hours when required.
• Pursues advanced knowledge of existing IT and end‑user software applications to support users and analysts.
• Completes other duties as assigned.

Spiritual & Mission Requirements

• Maintains a personal, active relationship with Jesus Christ and is a consistent witness for Him.
• Faithfully upholds BGEA in prayer.
• Participates in daily staff devotions and leading group prayer as scheduled.
• Demonstrates behavior aligned with BGEA’s Mission Statement, Statement of Faith, hallmarks, policies and expectations.
• Effectively represents Jesus Christ within professional and personal spheres.

Technical Skills and Knowledge

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

Physical and Mental Demands

• Desire to contribute in a progressive IT department.
• Must establish rapport with non‑technical people quickly.
• Self‑starter with ability to prioritize tasks and stay organized.
• Excellent oral and written communication skills.
• Detail oriented and comfortable on the telephone for extended periods.
• Willingness to work extended hours for projects or events; multitask and work productively amid interruptions.
• Consistently demonstrates high integrity and professionalism.

Working Conditions

• Work performed in conventional office and technology environments.
• Duties involve working closely with others, under pressure, and with frequent interruptions.
• Some domestic travel may be required.

Benefits Summary

• 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.