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Become A Computer Support Analyst

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Working As A Computer 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 Computer 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 Computer 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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Computer Support Analyst jobs

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Computer Support Analyst Career Paths

Computer Support Analyst
Information Systems Technician Systems Analyst Senior Software Engineer
Chief Technology Officer
11 Yearsyrs
Network Engineer Senior System Administrator
Data Center Manager
9 Yearsyrs
Systems Administrator Information Technology Manager
Director Of Information
10 Yearsyrs
Desktop Support Technician Information Technology Consultant Director Of Information
Director Of Information Technology Services
12 Yearsyrs
Systems Engineer Technical Manager Technical Services Manager
Director Of Technology And Services
11 Yearsyrs
Computer Support Technician Network Administrator Director Of Information
Director, Technical Operations
11 Yearsyrs
Technical Support Technician Technical Support Specialist Network Administrator
Information Systems Manager
6 Yearsyrs
Network Administrator Systems Administrator Information Technology Manager
Information Technology Director
10 Yearsyrs
Desktop Support Technician Information Technology Specialist Information Technology Manager
Information Technology Infrastructure Manager
11 Yearsyrs
Technical Support Specialist Network Administrator Systems Administrator
Information Technology Manager
8 Yearsyrs
Systems Engineer Information Technology Consultant Information Technology Manager
Infrastructure Manager
10 Yearsyrs
Information Technology Specialist Systems Engineer Business Analyst
Product Manager
7 Yearsyrs
Information Technology Specialist Information Technology Manager
Senior Information Technology Manager
10 Yearsyrs
Systems Administrator Network Engineer
Senior Network Engineer
7 Yearsyrs
Technical Support Specialist Systems Administrator
Senior System Administrator
8 Yearsyrs
Network Administrator Systems Engineer
Senior Systems Engineer
8 Yearsyrs
Network Engineer Senior Systems Engineer Solutions Architect
Solutions Manager
8 Yearsyrs
Information Systems Technician Technical Support Specialist Systems Analyst
Systems Manager
7 Yearsyrs
Technical Support Technician Technician Technical Manager
Technical Director
7 Yearsyrs
Computer Support Technician Network Technician Information Technology Manager
Technical Services Manager
8 Yearsyrs
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Average Length of Employment
Systems Specialist 4.2 years
Senior PC Analyst 3.6 years
LAN Analyst 3.4 years
Computer Analyst 3.3 years
MIS Specialist 3.3 years
LAN Administrator 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
Computer Engineer 3.0 years
Computer Networker 2.9 years
PC Analyst 2.7 years
LAN Technician 2.7 years
MIS Technician 2.7 years
Desktop Engineer 2.6 years
On-Site Technician 2.4 years
Analyst 2.4 years
Computer Builder 2.3 years
Support Specialist 2.3 years
Support Analyst 2.3 years
Deployment Analyst 2.2 years
Computer Assistant 2.2 years
Help Desk Analyst 2.1 years
Support 2.0 years
Support Associate 2.0 years
Help Desk Engineer 1.8 years
Junior Technician 1.6 years
Top Employers Before
Internship 3.7%
Technician 3.7%
Consultant 3.0%
Top Employers After
Consultant 3.2%

Computer Support Analyst Demographics

Gender

Male

73.1%

Female

25.7%

Unknown

1.3%
Ethnicity

White

78.8%

Hispanic or Latino

10.6%

Asian

7.6%

Unknown

1.8%

Black or African American

1.1%
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Languages Spoken

Spanish

47.6%

German

9.5%

French

9.5%

Swedish

4.8%

Portuguese

4.8%

Vietnamese

4.8%

Braille

4.8%

Russian

4.8%

Arabic

4.8%

Korean

4.8%
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Computer Support Analyst Education

Schools

University of Phoenix

16.2%

American InterContinental University

8.1%

University of Washington

6.8%

Strayer University

6.8%

University of Maryland - University College

5.4%

Eastern Washington University

5.4%

Colorado Technical University

5.4%

Louisiana Tech University

4.1%

University of South Carolina - Columbia

4.1%

Remington College

4.1%

Webster University

4.1%

University of Nebraska - Lincoln

4.1%

University of Houston

4.1%

Eastern Kentucky University

4.1%

Saint Leo University

4.1%

Howard University

2.7%

Pasco-Hernando State College

2.7%

Saint Paul's College

2.7%

Western Governors University

2.7%

Pennsylvania State University

2.7%
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Majors

Business

15.9%

Computer Information Systems

15.5%

Computer Science

13.1%

Information Technology

8.5%

Computer Networking

7.0%

Electrical Engineering

6.7%

Management Information Systems

4.6%

Computer Engineering

3.0%

Information Systems

3.0%

Computer Systems Security

3.0%

Criminal Justice

2.7%

Accounting

2.7%

Electrical Engineering Technology

2.1%

Management

2.1%

Computer Applications

2.1%

Computer Programming

1.8%

Computer Technical Support

1.8%

Health Care Administration

1.5%

Liberal Arts

1.2%

English

1.2%
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Degrees

Bachelors

40.6%

Associate

19.7%

Other

17.3%

Masters

14.6%

Certificate

5.4%

Diploma

1.6%

Doctorate

0.7%

License

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

Real Computer Support Analyst Salaries

Job Title Company Location Start Date Salary
Computer Support Analyst 22Nd Century Technologies, Inc. Baltimore, MD Nov 12, 2012 $100,000
Computer Support Analyst Labvantage Solutions, Inc. Somerset, NJ Jan 04, 2016 $86,070
Computer Support Analyst The Jewelry Channel Inc. Austin, TX Jan 15, 2013 $70,429
Computing Support Analyst 1 The Board of Trustees of The Leland Stanford, Jr. University Stanford, CA Jul 01, 2016 $67,800
Computing Support Analyst 1 The Board of Trustees of The Leland Stanford, Jr. University Stanford, CA Jan 07, 2016 $67,800
Computer Support Analysts The Jewelry Channel DBA Liquidation Channel Austin, TX Sep 21, 2012 $66,872
Computer Support Analyst The Jewelry Channel Inc. Austin, TX Jan 14, 2016 $65,000 -
$75,000
Computer Support Analyst Avon Products, Inc. Rye, NY Oct 17, 2011 $60,000
CAD Support Analyst Johnson Controls, Inc. Plymouth, MI Sep 22, 2012 $57,699 -
$78,700
Computer Support Analyst Light Industries MD Oct 13, 2010 $48,000
Computer Support Analyst Advanced Insurance Underwriters LLC Hollywood, FL Sep 15, 2012 $47,278
Computer Support Analyst Suhas Ahuja Computer Consulting, Inc. San Jose, CA Oct 01, 2011 $45,200
Computer Support/Analyst Groupware Solutions, Inc. East Brunswick, NJ Nov 28, 2012 $43,827
Computer Support Analyst Instant Tax Service Inc. Bessemer, AL Jun 30, 2014 $43,000
Computer Support Yamaha-Jianshe LLC Missouri City, TX Jan 06, 2010 $41,740
Computer Support Analyst Midland University Fremont, NE May 15, 2015 $41,250
Computer Support Analyst Silver Diner Development, Inc. Rockville, MD Oct 01, 2011 $41,000
Computer Support Fred Chang Houston, TX Nov 30, 2009 $40,070
Computer Support Yamaha-Jianshe LLC Missouri City, TX Jan 06, 2010 $40,070
Computer Support Analyst Jewelry Channel, Inc. Austin, TX Jan 14, 2010 $40,000
Computer Support Analyst Silver Diner Development, Inc. Maryland City, MD Oct 01, 2010 $38,000
Computer Support Analyst Silver Diner Development, Inc. Rockville, MD Oct 01, 2010 $38,000
Computer Support Analyst Teledata Technology Solutions White Plains, NY Apr 22, 2010 $37,835

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Top Skills for A Computer Support Analyst

ComputerHardwareDeskSupportPCComputerSupportNetworkPrintersRemoteAccessTechnicalSupportWindowsServerTroubleshootLaptopsActiveDirectorySetupWindowsXPWindowsNewTechnologyMacVPNWebComputerSystemsUserAccountsLan/Wan

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Top Computer Support Analyst Skills

  1. Computer Hardware
  2. Desk Support
  3. PC
You can check out examples of real life uses of top skills on resumes here:
  • Ensured that computer hardware, software, and networks are functioning properly and were available and reliable for use.
  • -Provided all other Help Desk support such as resetting passwords, configuring emails, computers, printers and specific software.
  • Set up and deploy newly purchased equipment for users including, PC computers, Apple computers, and peripheral devices.
  • Provided computer support to all faculty, staff and students, including support of all University systems and products.
  • Install and troubleshoot printers, scanners, and monitors, locate directory and/or network printers and connect for appropriate users.

Top Computer Support Analyst Employers