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Become A Client Support Analyst

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Working As A Client Support Analyst

  • Interacting With Computers
  • Getting Information
  • Making Decisions and Solving Problems
  • Updating and Using Relevant Knowledge
  • Communicating with Supervisors, Peers, or Subordinates
  • $58,920

    Average Salary

What Does A Client Support Analyst Do

Computer support specialists provide help and advice to people and organizations using computer software or equipment. Some, called computer network support specialists, support information technology (IT) employees within their organization. Others, called computer user support specialists, assist non-IT users who are having computer problems.

Duties

Computer network support specialists typically do the following:

  • Test and evaluate existing network systems
  • Perform regular maintenance to ensure that networks operate correctly
  • Troubleshoot local area networks (LANs), wide area networks (WANs), and Internet systems

Computer network support specialists, also called technical support specialists, usually work in their organization’s IT department. They help IT staff analyze, troubleshoot, and evaluate computer network problems. They play an important role in the routine maintenance of their organization’s networks such as performing file backups on the network. Maintenance can be performed daily, weekly, or monthly and is important to an organization’s disaster recovery efforts. Solving an IT problem promptly is important because organizations depend on their network systems. Network support specialists may assist the organization’s computer users through phone, email, or in-person visits. They often work under network and computer systems administrators, who handle more complex tasks.

Computer user support specialists typically do the following:

  • Pay attention to customers’ descriptions of their computer problems
  • Ask customers questions to properly diagnose the problem
  • Walk customers through the recommended problem-solving steps
  • Set up or repair computer equipment and related devices
  • Train users to work with new computer hardware or software, such as printers, word-processing software, and email
  • Provide other team members and managers in the organization with information about what gives customers the most trouble and about other concerns customers have

Computer user support specialists, also called help-desk technicians, usually provide technical help to non-IT computer users. They respond to phone and email requests for help. They can usually help users remotely, but they also may make site visits so that they can solve a problem in person.

Help-desk technicians may solve a range of problems that vary with the industry and the particular firm. Some technicians work for large software companies or for support service firms and must give instructions to business customers on how to use business-specific programs such as an electronic health records program used in hospitals or physicians’ offices. Sometimes they work with other technicians to resolve problems.

Other help-desk technicians work in call centers, answering simpler questions from non-business customers. They may walk customers through basic steps in re-establishing an Internet connection or troubleshooting household IT products such as a Wi-Fi router.

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How To Become A Client Support Analyst

Because of the wide range of skills used in different computer support jobs, there are many paths into the occupation. A bachelor’s degree is required for some computer support specialist positions, but an associate’s degree or postsecondary classes may be enough for others.

Education

Education requirements for computer support specialists vary. Computer user support specialist jobs require some computer knowledge, but not necessarily a postsecondary degree. Applicants who have taken some computer-related classes are often qualified. For computer network support specialists, many employers accept applicants with an associate’s degree, although some prefer applicants to have a bachelor’s degree.

Large software companies that provide support to business users who buy their products or services often require a bachelor’s degree. Positions that are more technical are likely to require a degree in a field such as computer science, engineering, or information science, but for others, the applicant’s field of study is less important.

To keep up with changes in technology, many computer support specialists continue their education throughout their careers.

Certification

Certification programs are generally offered by vendors or from vendor-neutral certification providers. Certification validates the knowledge of and best practices required by computer support specialists. Companies may require their computer support specialists to hold certifications in the products the companies use.

Advancement

Many computer support specialists advance to other information technology positions, such as network and computer systems administrators and software developers. Some become managers in the computer support services department. Some organizations provide paths for support specialists to move into other parts of the organization, such as sales. For more information, see the profiles on network and computer systems administrators and software developers.

Important Qualities

Customer-service skills. Computer support specialists must be patient and sympathetic. They must often help people who are frustrated with the software or hardware they are trying to use.

Listening skills. Support workers must be able to understand the problems that their customers are describing and know when to ask questions to clarify the situation.

Problem-solving skills. Support workers must identify both simple and complex computer problems, analyze them, and solve them.

Speaking skills. Support workers must describe the solutions to computer problems in a way that a nontechnical person can understand.

Writing skills. Strong writing skills are useful for preparing instructions and email responses for employees and customers, as well as real-time web chat interactions.

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Client Support Analyst jobs

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Client Support Analyst Career Paths

Client Support Analyst
Quality Assurance Analyst Senior Business Analyst Senior Manager
Chief Information Officer
11 Yearsyrs
Senior Systems Analyst Senior Systems Engineer Senior System Administrator
Data Center Manager
9 Yearsyrs
Network Administrator Information Technology Manager
Director Of Information
10 Yearsyrs
Technical Support Engineer Systems Engineer Director Of Information
Director Of Information Technology Services
12 Yearsyrs
Technical Support Engineer Information Technology Manager Technical Services Manager
Director Of Technology And Services
11 Yearsyrs
Project Coordinator Information Technology Project Manager Director Of Information
Director, Technical Operations
11 Yearsyrs
Client Support Specialist Help Desk Analyst Network Administrator
Information Systems Manager
6 Yearsyrs
Desktop Support Technician Systems Administrator Information Technology Manager
Information Technology Director
10 Yearsyrs
Operations Manager Senior Consultant Information Technology Manager
Information Technology Infrastructure Manager
11 Yearsyrs
Network Administrator Systems Administrator
Information Technology Manager
8 Yearsyrs
Senior Systems Analyst Senior Consultant Information Technology Manager
Infrastructure Manager
10 Yearsyrs
Project Manager Consultant Senior Consultant
Product Manager
7 Yearsyrs
Business Analyst Project Manager
Program Manager
8 Yearsyrs
Quality Assurance Analyst Business Analyst Product Manager
Sales Manager
5 Yearsyrs
Project Manager Program Manager Business Development Manager
Senior Account Manager
7 Yearsyrs
Client Support Specialist Network Technician Information Technology Manager
Senior Information Technology Manager
10 Yearsyrs
Business Analyst Product Manager
Senior Product Manager
9 Yearsyrs
Operations Manager Sales Consultant Solution Specialist
Solutions Manager
8 Yearsyrs
Project Coordinator Business Analyst Information Technology Manager
Technical Services Manager
8 Yearsyrs
Desktop Support Technician Network Administrator Director Of Information
Vice President Of Information Technology
12 Yearsyrs
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Average Length of Employment
Senior PC Analyst 3.6 years
LAN Analyst 3.4 years
Systems Analyst 3.4 years
Computer Analyst 3.3 years
Pc/Lan Analyst 3.3 years
Network Technician 3.1 years
Systems Support 3.1 years
PC Support Analyst 3.0 years
Help Desk Leader 3.0 years
Technical Analyst 2.8 years
PC Analyst 2.7 years
Support Lead 2.7 years
MIS Technician 2.7 years
Production Support 2.7 years
Analyst 2.4 years
Support Analyst 2.3 years
Support Specialist 2.3 years
Help Desk Analyst 2.1 years
Support Associate 2.0 years
Support 2.0 years
Service Desk Agent 1.7 years
Junior Technician 1.6 years
Tier 1.6 years
Top Employers Before
Internship 3.5%
Analyst 3.2%
Top Employers After
Consultant 5.7%

Client Support Analyst Demographics

Gender

Male

60.8%

Female

36.9%

Unknown

2.3%
Ethnicity

White

77.5%

Hispanic or Latino

10.0%

Asian

9.2%

Unknown

2.5%

Black or African American

0.8%
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Languages Spoken

Spanish

43.5%

Vietnamese

13.0%

French

8.7%

Italian

8.7%

Portuguese

4.3%

Chinese

4.3%

German

4.3%

Cantonese

4.3%

Russian

4.3%

Korean

4.3%
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Client Support Analyst Education

Schools

University of Phoenix

21.0%

Pennsylvania State University

6.0%

New York University

5.0%

Strayer University

5.0%

Rochester Institute of Technology

5.0%

San Francisco State University

5.0%

American InterContinental University

5.0%

University of Maryland - University College

4.0%

Creighton University

4.0%

Webster University

4.0%

George Washington University

4.0%

Northern Virginia Community College

4.0%

Pace University - New York

4.0%

Baker College

4.0%

George Mason University

4.0%

University of Maryland - College Park

4.0%

Baker University

3.0%

Arizona State University

3.0%

Central Connecticut State University

3.0%

Temple University

3.0%
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Majors

Business

22.5%

Information Technology

11.9%

Computer Science

10.8%

Computer Information Systems

10.8%

Finance

5.3%

Management

3.9%

Management Information Systems

3.6%

Computer Networking

3.6%

Communication

3.1%

Information Systems

2.8%

Electrical Engineering

2.5%

Project Management

2.5%

Health Care Administration

2.5%

Accounting

2.5%

Economics

2.2%

Criminal Justice

2.2%

Liberal Arts

2.2%

Education

1.7%

Graphic Design

1.7%

History

1.7%
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Degrees

Bachelors

46.5%

Other

19.0%

Masters

17.8%

Associate

9.9%

Certificate

4.8%

Diploma

1.6%

License

0.2%

Doctorate

0.2%
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Job type you want
Full Time
Part Time
Internship
Temporary

Real Client Support Analyst Salaries

Job Title Company Location Start Date Salary
Client Support Services Analyst Orion Health, Inc. Boston, MA Feb 01, 2012 $100,000
SR. Client Support Analyst Integral Development Corporation Mountain View, CA Sep 20, 2010 $100,000
Analyst, Client Support Openlink Financial LLC Uniondale, NY Jun 20, 2016 $74,000
Support Analyst, Client Services Yardi Systems Inc. Glen Head, NY Sep 21, 2015 $73,675
Client Support Analyst Sungard Investment Systems LLC Miami, FL Sep 22, 2010 $72,500
Client Support Analyst-Technical Support Nextgen Healthcare Information Systems, Inc. Horsham, PA Jun 20, 2011 $70,000
Analyst, Client Support Convergys Information Management Group Inc. Atlanta, GA Apr 02, 2012 $69,472
Client Support Analyst-Interface Nextgen Healthcare Information Systems Inc. Atlanta, GA Oct 01, 2014 $69,470
Client Support Analyst-Interface Nextgen Healthcare Information Systems, Inc. Atlanta, GA Jan 17, 2014 $69,470
Client Support Analyst-Interface Nextgen Healthcare Information Systems, Inc. Atlanta, GA Oct 06, 2012 $68,250
Client Support Analyst-Interface Nextgen Healthcare Information Systems, Inc. Atlanta, GA Apr 01, 2011 $68,250
Client Support Analyst Openlink Financial LLC Uniondale, NY Sep 01, 2015 $65,000
Client Support Analyst-Interface Nextgen Healthcare Information Systems, Inc. Horsham, PA Jun 18, 2012 $65,000
Client Support Analyst-Interface Nextgen Healthcare Information Systems, Inc. Horsham, PA Jun 26, 2012 $65,000
Client Support Analyst-Interface Nextgen Healthcare Information Systems, Inc. Atlanta, GA Jul 25, 2012 $65,000
Intl. Market and Client Support Analyst (MKT RES. Rubicon West, Inc. Portland, OR Oct 01, 2012 $65,000
Client Support Analyst Open Link Financial Inc. Uniondale, NY May 01, 2011 $65,000
Client Support Analyst Open Link Financial Inc. Houston, TX Nov 24, 2009 $63,800
Client Support Analyst Openlink Financial LLC Uniondale, NY Sep 03, 2013 $62,500
Int'l. Market & Client Support Analyst (Market Research) Rubicon West, Inc. Portland, OR Sep 10, 2015 $60,000
Client Support Analyst Openlink Financial LLC Uniondale, NY Sep 02, 2013 $60,000
Client Support Analyst Openlink Financial LLC Uniondale, NY Oct 01, 2012 $60,000
Client Support Analyst Opower, Inc. Arlington, VA Nov 01, 2016 $56,000

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Top Skills for A Client Support Analyst

DesktopSupportClientSupportDatabaseTroubleshootActiveDirectoryTechnicalSupportSQLServerPhoneCallsWebCustomerServiceLaptopsClientIssuesSetupCitrixVPNWindowsXPHelpdeskWindowsNTInternetSoftwareIssues

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Top Client Support Analyst Skills

  1. Desktop Support
  2. Client Support
  3. Database
You can check out examples of real life uses of top skills on resumes here:
  • Assist Students, Faculty, and staff with desktop support and system issues.
  • Provide client support for leading provider of integrated travel and expense management solutions.
  • Maintained inventory database for all hardware and software and created management reports.
  • Assist with racking and decommissioning servers, alert monitoring, Group Policy recommendations, and DFS troubleshooting.
  • Managed accounts secure file transfer protocol, Blackberry administration, Active Directory, application deployment, and virtual private networks.

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