Technical Support Analyst II

Billy Graham Evangelistic Association Career Site

Charlotte (NC)

On-site

USD 52,000 - 75,000

Full time

12 days ago

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Benefits offered by this job

Medical, prescription, dental and vis

Flexible Spending Account (FSA)

Disability insurance

Life insurance

401(k) retirement plan

10 paid holidays

12 days of vacation

10 sick days

Job summary

The Billy Graham Evangelistic Association (BGEA) is seeking a Technical Support Analyst II to provide advanced technical support to ministry staff. The role focuses on troubleshooting hardware, software, and network issues, installing and configuring IT systems, and documenting solutions.

This mid-level position suits someone with strong OS knowledge and customer-focused mindset. Based at our Charlotte, NC offices, you will work with diverse teams and participate in on-call rotations as needed.

Qualifications

2+ years’ experience in IT support or service desk.
Proficient with Microsoft Windows, Office, macOS, and iOS.
Familiar with Linux operating systems.
Competent in networking principles (DHCP, DNS, TCP/IP, LAN, WLAN).
Competent with Service Desk ticketing and inventory tools.
Familiar with client/server architecture.

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.

Skills

Windows

Office

macOS

iOS

Linux

Networking

Service Desk tools

Ticketing systems

Client/Server

Independent work

Tools

Service Desk software

Job description

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

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 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; Matthew 19:5-6; Mark 10:6-9; Romans 1:26-27; 1 Corinthians 6:9).
We believe that we must dedicate ourselves to prayer, to the service of our Lord, to His authority over our lives, and to the ministry of evangelism. (Matthew 9:35-38; 22:37-39, and 28:18-20; Acts 1:8; Romans 10:9-15 and 12:20-21; Galatians 6:10; Colossians 2:6-10; 1 Peter 3:15).
We believe that human life is sacred from conception to its natural end; and that we must have concern for the physical and spiritual needs of our fellowmen. (Psalm 139:13; Isaiah 49:1; Jeremiah 1:5; Matthew 22:37-39; Romans 12:20-21; Galatians 6:10).
We believe God wonderfully and immutably creates each person a biological male or female. These two distinct, but complementary sexes together reflect the image and likeness of God. Rejection of one’s biological sex is a rejection of God’s merciful design and creative order. (Genesis 1:26-27; Mark 10:6; 1 Corinthian 6:9; Deuteronomy 22:5).

Expectations for Ministry Employment

As an employee of Billy Graham Evangelistic Association:

I acknowledge that the Lord Jesus Christ is my personal Savior and that I am a personal representative of Him.
I understand that BGEA is a Christian organization whose purpose is proclaiming the message of the Gospel of the Lord Jesus Christ throughout the world.
I agree that the purpose of my employment with BGEA is to further its Christian purpose, that I am prepared to assist in accomplishing that purpose, and that my role with BGEA plays a vital part in carrying out its Christian purpose and mission.
I understand that I must exhibit conduct that is consistent with BGEA’s expectations, whether at work or away from work, in keeping with scriptural teachings and principles as set forth in God’s Word, BGEA’s Statement of Faith, and BGEA’s policies including Christian Conduct.
I understand that BGEA has the right and the responsibility to ensure that its Christian religious purpose is carried on with the highest standards and is not harmed or impeded by conduct that is inconsistent with the Bible, BGEA’s Statement of Faith, its Christian religious purpose, or its policies.
I understand that any of my conduct which is not in keeping with the scriptural teachings and principles as set forth in God’s Word, BGEA’s Statement of Faith, and BGEA’s policies, is inconsistent with BGEA’s Christian religious purpose.
I understand that if my conduct is determined by BGEA to be inconsistent with its Christian religious purpose, the result will be corrective action up to and including termination from employment.

The Title VII Exception for Employment

The Billy Graham Evangelistic Association (BGEA) is a faith-based religious organization committed to spreading the Good News of Jesus Christ through every effective means. Consistent with our charitable purpose to share the Christian faith, a requirement for employment at BGEA is affirmation and adherence to our Christian Statement of Faith. Our Statement of Faith prerequisite for employment is based upon federal law set forth in Title VII of the Civil Rights Act of 1964, 42 U.S.C. Section 2000e-1.

Benefits Summary:

Full-Time employees working at least 36 hours per week, are eligible for benefits.