Technical Support Analyst II

Job Title

Technical Support Analyst II

Provides advanced technical support to internal ministry staff and team members. Duties include troubleshooting hardware, software, and network issues, installing and configuring IT systems, documenting solutions, and escalating problems when necessary. This mid‑level position is ideal for someone with strong operating system knowledge, proven experience with troubleshooting tools, networking concepts, and a customer‑focused mindset.

• Maintains a personal, active relationship with Jesus Christ and is a consistent witness.
• Faithfully upholds BGEA in prayer.
• Participates in daily 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 in personal and professional spheres.

• 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 noting problems in the tracking system and keeping users informed of inquiry 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.

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

• 2+ years’ 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, according to assigned priorities.

• Desire to contribute in a progressive IT department.
• Ability to quickly establish rapport with non‑technical people.
• Self‑starter who can prioritize and stay organized.
• Excellent oral and written communication skills.
• High attention to detail.
• Comfortable on the telephone for extended periods.
• Enthusiasm for talking to people and putting them at ease.
• Ability to work extended hours for projects or events.
• Ability to handle multiple tasks simultaneously and maintain productivity despite interruptions.
• Consistently demonstrates integrity and professionalism.

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

• 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.

As a faith‑based religious organization, BGEA requires affirmation of the Statement of Faith in accordance with Title VII of the Civil Rights Act of 1964.