Technical Support Analyst II

About the Role

The Technical Support Analyst II provides 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, proven experience with troubleshooting tools, networking concepts, and a customer-focused mindset. The role supports the mission of BGEA by ensuring the availability and security of IT assets, infrastructure, and programs across all ministry areas.

The BGEA Information Technology (IT) department includes Operations (networking, servers, security, telephony), Service Desk (end-user support, event assistance), Cybersecurity (threat defense, compliance), Enterprise Solutions (application/web development, data management), and Enterprise Solutions Support (CRM, ERP systems).

Work locations include headquarters in Charlotte, NC; the Billy Graham Library in Charlotte, NC; the Billy Graham Training Center at the Cove (BGTC) in Asheville, NC; Blue Ridge Broadcasting (BRB) in Asheville, NC; or a field office abroad.

Ministry Requirements

• Maintains a personal, active relationship with Jesus Christ and is a consistent witness for Him
• Faithfully upholds BGEA in prayer
• Participates in daily BGEA staff devotions, including Bible reading 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 both personal and professional spheres of influence

Responsibilities

Essential Duties

• Provides reliable and timely advanced-level telephone and desk-side support for workstations, printers/copiers, mobile devices, and other IT equipment in a network environment
• Monitors service and referred calls, clearly documenting problems in the tracking system; 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 the procurement of user hardware and software needs

Marginal Duties

• Provides scheduled on-call support outside of normal work hours when needed
• Pursues advanced knowledge and experience of existing IT and end-user software applications to support users and other analysts
• Other duties as assigned

Requirements

Skills and Knowledge

• 2+ years of relevant experience
• Proficient with Microsoft Windows, Office, macOS, and iOS
• Familiar with Linux operating systems
• Competent in networking principles (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
• Ability to quickly establish rapport with non-technical people
• Self-starter who can prioritize tasks and stay organized
• Excellent oral and written communication skills
• High attention to detail
• Comfortable being on the telephone for extended periods
• Enjoys talking to people and putting them at ease
• Ability to work extended hours as needed for 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

Benefits

Full-time employees working at least 36 hours per week are eligible for the following 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

Mission and Faith

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 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.
• We believe that there is one God, eternally existent in three persons: Father, Son, and Holy Spirit.
• 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.
• 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.
• We believe in the present ministry of the Holy Spirit, whose indwelling enables the Christian to live a godly life.
• 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.
• 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.
• We believe that the ministry of evangelism and discipleship is a responsibility of all followers of Jesus Christ.
• We believe God’s plan for human sexuality is to be expressed only within the context of marriage between one genetic male and one genetic female, as the foundation of the family and basic structure of human society.
• 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.
• We believe God wonderfully and immutably creates each person as a biological male or female, reflecting the image and likeness of God.

Expectations for Ministry Employment

• Acknowledges Jesus Christ as personal Savior and agrees to represent Him as a personal witness.
• Understands and agrees that the purpose of employment with BGEA is to further its Christian mission.
• Commits to exhibiting conduct consistent with BGEA’s expectations, whether at work or away, in alignment with scriptural teachings and BGEA’s Statement of Faith and policies.
• Understands that BGEA has the right and responsibility to uphold its Christian religious purpose and may take corrective action, including termination, for conduct inconsistent with its standards.