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Become A Field Support Analyst

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Working As A Field Support Analyst

  • Interacting With Computers
  • Getting Information
  • Making Decisions and Solving Problems
  • Updating and Using Relevant Knowledge
  • Communicating with Supervisors, Peers, or Subordinates
  • $64,000

    Average Salary

What Does A Field 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 Field 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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Field Support Analyst Career Paths

Field Support Analyst
Systems Administrator Information Technology Manager
Information Technology Director
10 Yearsyrs
Systems Administrator Network Engineer Network Administrator
Information Technology Manager
7 Yearsyrs
Systems Administrator Consultant Operations Manager
Senior Operations Manager
9 Yearsyrs
Network Administrator Information Technology Manager Information Technology Director
Vice President Of Information Technology
12 Yearsyrs
Network Administrator Information Technology Manager
Senior Information Technology Manager
10 Yearsyrs
Systems Analyst Senior Software Engineer Lead Technician
Technical Manager
7 Yearsyrs
Systems Analyst Project Manager Information Technology Project Manager
Information Technology Infrastructure Manager
11 Yearsyrs
Systems Analyst Systems Engineer
Systems Manager
6 Yearsyrs
Analyst Project Manager Information Technology Project Manager
Information Technology Technical Services Manager
9 Yearsyrs
Analyst Consultant Information Technology Consultant
Information Technology Operations Manager
9 Yearsyrs
Analyst Business Analyst Information Technology Consultant
Information Technology Systems Manager
8 Yearsyrs
Field Service Technician Consultant Senior Programmer Analyst
Information Systems Manager
6 Yearsyrs
Field Service Technician Technical Support Engineer Technical Support Manager
Technical Services Manager
7 Yearsyrs
Field Service Technician Information Technology Consultant Senior Business Analyst
Implementation Manager
8 Yearsyrs
Desktop Support Technician Desktop Support Specialist
Level Senior Technician
6 Yearsyrs
Desktop Support Technician Support Analyst
Senior Support Analyst
6 Yearsyrs
Desktop Support Technician Service Desk Analyst Service Desk Supervisor
Service Desk Manager
7 Yearsyrs
Senior Analyst Senior Engineer Senior System Administrator
Information Technology Supervisor, Information Technology
6 Yearsyrs
Business Analyst Contractor-Business Analyst Application Support Analyst
Incident Manager
9 Yearsyrs
Desktop Support Specialist Desktop Support Analyst
Senior Desktop Support Technician
6 Yearsyrs
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Do you work as a Field Support Analyst?

Help others decide if this is a good career for them

Average Length of Employment
Support Analyst 2.4 years
Help Desk Analyst 2.0 years
Top Careers Before Field Support Analyst
Internship 6.2%
Analyst 3.8%
Consultant 3.2%
Cashier 3.2%
Technician 3.0%
Top Careers After Field Support Analyst
Supervisor 4.4%
Owner 4.0%

Do you work as a Field Support Analyst?

Average Yearly Salary
$64,000
Show Salaries
$44,000
Min 10%
$64,000
Median 50%
$64,000
Median 50%
$64,000
Median 50%
$64,000
Median 50%
$64,000
Median 50%
$64,000
Median 50%
$64,000
Median 50%
$94,000
Max 90%
Best Paying Company
Tata Consultancy Services
Highest Paying City
Fremont, CA
Highest Paying State
Alaska
Avg Experience Level
2.5 years
How much does a Field Support Analyst make at top companies?
The national average salary for a Field Support Analyst in the United States is $64,618 per year or $31 per hour. Those in the bottom 10 percent make under $44,000 a year, and the top 10 percent make over $94,000.

How Would You Rate The Salary Of a Field Support Analyst?

Have you worked as a Field Support Analyst? Help other job seekers by rating your experience as a Field Support Analyst.

Top Skills for A Field Support Analyst

  1. Hardware Issues
  2. Desktop
  3. Phone Calls
You can check out examples of real life uses of top skills on resumes here:
  • Reported system and hardware issues, as identified by users, while conducting facility walk-throughs.
  • Perform hands-on troubleshooting for standard desktop equipment and interview associates, collecting information about problem.
  • Answered the telephone and a work cell phone on all incoming and outgoing phone calls and emails.
  • Image, configure and test laptops and other equipment to deploy to our clients in the field.
  • Maintain quality control/satisfaction records, constantly seeking new ways to improve customer service.

Rank:

Average Salary:

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Top 10 Best States for Field Support Analysts

  1. Alaska
  2. Colorado
  3. Minnesota
  4. Kansas
  5. Illinois
  6. Nebraska
  7. Wisconsin
  8. Massachusetts
  9. Maine
  10. Oklahoma
  • (78 jobs)
  • (867 jobs)
  • (688 jobs)
  • (309 jobs)
  • (1,489 jobs)
  • (194 jobs)
  • (567 jobs)
  • (1,104 jobs)
  • (152 jobs)
  • (244 jobs)

Field Support Analyst Demographics

Gender

Male

63.6%

Female

29.8%

Unknown

6.5%
Ethnicity

White

59.6%

Hispanic or Latino

15.9%

Black or African American

11.9%

Asian

7.9%

Unknown

4.6%
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Foreign Languages Spoken

Spanish

57.7%

French

11.5%

Swahili

3.8%

Luganda

3.8%

Gujarati

3.8%

Hindi

3.8%

Russian

3.8%

Kinyarwanda

3.8%

Korean

3.8%

Italian

3.8%
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Field Support Analyst Education

Schools

University of Phoenix

21.5%

Ashford University

6.5%

Strayer University

6.5%

University of Missouri - Columbia

5.4%

Southern New Hampshire University

5.4%

University of Alabama

4.3%

Ohio State University

4.3%

Texas State University

4.3%

University of Colorado at Boulder

4.3%

Kaplan University

4.3%

Colorado State University

4.3%

Washington University in Saint Louis

3.2%

New York University

3.2%

Western Washington University

3.2%

Illinois Institute of Technology

3.2%

Ferris State University

3.2%

Michigan State University

3.2%

Arizona State University

3.2%

Saint John's University - New York

3.2%

Temple University

3.2%
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Majors

Business

28.1%

Computer Science

8.8%

Information Technology

6.8%

Computer Information Systems

6.0%

Accounting

5.7%

Computer Networking

5.5%

Electrical Engineering

4.7%

Marketing

4.2%

Management

3.4%

Economics

3.1%

Communication

3.1%

Electrical Engineering Technology

2.9%

Finance

2.9%

Biology

2.3%

Project Management

2.3%

Criminal Justice

2.3%

Education

2.1%

Information Systems

2.1%

Geography

2.1%

Public Health

1.8%
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Degrees

Bachelors

46.3%

Other

18.8%

Masters

14.9%

Associate

11.4%

Certificate

5.3%

Diploma

1.7%

Doctorate

1.2%

License

0.3%
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