Reporting to the Technical Manager, this position provides technical support, system performance reporting, quality assurance testing, and break-fix troubleshooting support for Moody Radio’s digital audio systems and related services, in partnership with other ITS organizations. This role will also provide training, testing, analysis of new product functionality and current product usage, report and seek resolution for issue and track uptime/availability of Moody Radio’s digital audio systems.

Essential Functions

• Perform quality assurance testing on new and break-fix development for Moody Radio digital audio systems and platforms. Ensure that development meets the standards as specified in user stories, requirements documents or tickets. Communicate the status and results of all testing by phone, email, ticketing system or
• Troubleshoot and provide advanced, second tier support for break-fix issues. Respond to requests from internal constituents at Moody as well as customers outside of Moody. Understand and clarify the issue. Seek a resolution to the issue. When appropriate, recommend a workaround and report the issue for a more permanent, long-term resolution. Report or escalate the issue to the appropriate technical team by opening a support ticket in the relevant ticketing
• Act as the owner of assigned support tickets for the Web Technologies Team. Advocate for and seek resolution of issues in a timely manner. Communicate with all parties involved including the end-user customer, Moody ministry stakeholders, Information Technology Systems and the appropriate vendor. Provide status and information to move the ticket toward resolution. Track on-going open issues in the ticketing
• Monitor error reporting and prepare error reporting reports. Seek resolution of issues by analyzing, opening tickets, QA, and testing the
• Monitor product uptime and availability. Prepare monthly uptime and availability reports. Research and report ideas, processes and systems to improve product uptime and
• Provide advanced technical training to other users of the audio delivery systems and platforms
• Track new product functionality and features to ensure Moody Radio is fully utilizing the functionality of the implemented
• Maintain on-going documentation of Moody Radio’s digital audio systems and track issues and changes to present an accurate picture of system
• Perform other duties as assigned.

Minimum Requirements

• Experience with digital audio content and various digital audio platforms
• Strong technical aptitude with the ability to learn new technologies on a regular basis
• Experience with Google Analytics or other digital tracking tools
• Detail oriented including a natural understanding and inclination toward logic and consistency
• Natural curiosity to understand how things work, identify why they don’t and seek a resolution
• Love of people and technology including great user experience and customer service
• Strong writing and communication skills
• Ability to work independently in a collaborative and changing environment
• Able to work in the US legally without sponsorship

Work Environment/Conditions

Moody Bible Institute is a Christian-based Higher Education and Media Ministry. We exist to equip people with the Truth of God’s Word. If you are mission-minded, and have a servant’s heart, join us as we look to further impact the Kingdom of God.

This job operates in a professional office environment or may be performed remotely. This role routinely uses standard office equipment such as computers, productivity software, specialized system software, data software tools and 3rd party custom software.

This is a full-time position: 38.75 hours per week.

Occasional travel is expected for this position (less than 10%)

Additional Information

Moody Bible Institute is a Christ-centered, multicultural community that values and seeks faculty and staff who are committed to diversity, work effectively with diverse populations, and engage others in ways that honor our rich cultural mosaic and biblical foundation. Candidates must align with MBI’s Christian identity. Employees are expected to sign a Statement of Faith and adhere to the Community Standards.

We comply with all applicable laws pertaining to nondiscrimination on the basis of race, color, national origin, sex, age, disability, and any other applicable legally protected category. As a religious institution, we have the right to, and do, require that employees hold beliefs consistent with our Doctrinal Statement and conduct themselves in a manner consistent with our religious beliefs, as explained in our Community Standards.