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Become A Lead Support Analyst

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Working As A Lead Support Analyst

  • Interacting With Computers
  • Getting Information
  • Making Decisions and Solving Problems
  • Updating and Using Relevant Knowledge
  • Communicating with Supervisors, Peers, or Subordinates
  • $107,000

    Average Salary

What Does A Lead 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 Lead 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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Average Length of Employment
Computer Analyst 3.4 years
Support Lead 2.7 years
Support Analyst 2.4 years
Top Careers Before Lead Support Analyst
Developer 5.0%
Consultant 5.0%
Internship 2.7%
Top Careers After Lead Support Analyst
Consultant 7.1%
Manager 5.2%
Analyst 3.3%

Do you work as a Lead Support Analyst?

Lead Support Analyst Demographics

Gender

Male

61.3%

Female

28.6%

Unknown

10.1%
Ethnicity

White

56.8%

Hispanic or Latino

15.1%

Black or African American

12.4%

Asian

11.2%

Unknown

4.5%
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Foreign Languages Spoken

Spanish

41.7%

Portuguese

8.3%

Chinese

8.3%

German

8.3%

Cantonese

8.3%

Japanese

8.3%

French

8.3%

Mandarin

8.3%
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Lead Support Analyst Education

Schools

University of Phoenix

16.1%

Strayer University

9.7%

Kaplan University

6.5%

Grand Canyon University

6.5%

American University

4.8%

Community College of the Air Force

4.8%

Pennsylvania State University

4.8%

Saint Petersburg College

4.8%

Ashford University

4.8%

American InterContinental University

4.8%

Brown University

3.2%

Texas A&M University

3.2%

College of Lake County

3.2%

Ohio University -

3.2%

Rutgers University-Newark

3.2%

University of Illinois at Urbana-Champaign

3.2%

Western Governors University

3.2%

University of South Florida

3.2%

California State University - Los Angeles

3.2%

Virginia Commonwealth University

3.2%
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Majors

Business

22.8%

Computer Science

15.1%

Computer Information Systems

10.3%

Information Technology

7.4%

Computer Engineering

3.7%

Accounting

3.7%

Education

3.3%

Computer Networking

3.3%

Project Management

3.3%

Information Systems

3.3%

Finance

2.9%

Nursing

2.6%

Electrical Engineering

2.6%

Management

2.6%

Environmental Control Technologies/Technicians

2.6%

Marketing

2.6%

Management Information Systems

2.2%

Criminal Justice

2.2%

Political Science

1.8%

General Education, Specific Areas

1.8%
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Degrees

Bachelors

40.5%

Other

20.6%

Masters

19.1%

Associate

12.5%

Certificate

5.2%

Diploma

1.8%

License

0.3%
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Job type you want
Full Time
Part Time
Internship
Temporary
Average Yearly Salary
$107,000
View Detailed Salary Report
$85,000
Min 10%
$107,000
Median 50%
$107,000
Median 50%
$107,000
Median 50%
$107,000
Median 50%
$107,000
Median 50%
$107,000
Median 50%
$107,000
Median 50%
$134,000
Max 90%
Best Paying Company
Spire
Highest Paying City
Shelton, CT
Highest Paying State
Hawaii
Avg Experience Level
3.2 years
How much does a Lead Support Analyst make at top companies?
The national average salary for a Lead Support Analyst in the United States is $107,363 per year or $52 per hour. Those in the bottom 10 percent make under $85,000 a year, and the top 10 percent make over $134,000.

Real Lead Support Analyst Salaries

Job Title Company Location Start Date Salary
Associate, Lead Support Analyst Nomura America Services, LLC New York, NY Aug 26, 2013 $125,000
Associate Lead Support Analyst Nomura America Services, LLC New York, NY Nov 15, 2013 $125,000 -
$135,000
Lead SAP Implementation Support Analyst (Dynpro de Great-West Life & Annuity Insurance Company Greenwood Village, CO Feb 03, 2014 $120,000
Lead SAP Implementation Support Analyst (Dynpro de Great-West Life & Annuity Insurance Company Greenwood Village, CO Mar 10, 2014 $120,000
Associate, Lead Support Analyst Nomura America Services, LLC New York, NY Oct 18, 2015 $118,000 -
$125,000
Lead SAP Implementation Support Analyst Great-West Life & Annuity Insurance Company Englewood, CO May 24, 2016 $117,395
Lead SAP Implementation Support Analyst Great-West Life & Annuity Insurance Company Englewood, CO Jul 18, 2016 $115,000
Associate, Lead Support Analyst Nomura America Services, LLC Piscataway, NJ Dec 28, 2015 $115,000 -
$125,000
Associate, Lead Support Analyst Nomura America Services, LLC New York, NY Dec 28, 2015 $115,000 -
$125,000
Associate, Lead Support Analyst Nomura America Services, LLC New York, NY Oct 01, 2014 $115,000 -
$125,000
Lead SAP Implementation Support Analyst Great-West Life & Annuity Insurance Company Greenwood Village, CO Sep 04, 2015 $112,036
Lead SAP Implementation Support Analyst Great-West Life & Annuity Insurance Company Greenwood Village, CO Aug 27, 2012 $110,000
Lead SAP Implementation Support Analyst Great-West Life & Annuity Insurance Company Greenwood Village, CO Sep 04, 2012 $110,000
Lead SAP Implementation Support Analyst Great-West Life & Annuity Insurance Company Greenwood Village, CO Jun 22, 2015 $108,846
Lead Support Analyst Autodesk, Inc. San Rafael, CA Dec 05, 2014 $108,675
Lead SAP Implementation Support Analyst (Abap Deve Great-West Life & Annuity Insurance Company Greenwood Village, CO Oct 21, 2013 $107,619
Lead Support Analyst Thomson Reuters (Tax & Accounting) Services, Inc. Lake Oswego, OR Nov 21, 2012 $107,182
Lead SAP Implementation Support Analyst Great-West Life & Annuity Insurance Company Greenwood Village, CO Sep 04, 2012 $105,165
Lead Support Analyst-Vice President Jpmorgan Chase and Co. New York, NY Aug 31, 2011 $101,500 -
$117,000
Lead Support Analyst Taxware, LLC Wilmington, MA Sep 08, 2015 $101,131

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Top Skills for A Lead Support Analyst

  1. Technical Support
  2. Remote Access
  3. Data Entry
You can check out examples of real life uses of top skills on resumes here:
  • Created internal technical support documentation and managed our internal Share Point wiki.
  • Install and configure users with VPN access & remote access Experience with System Center Configuration Manager (SCCM).
  • Completed data entry in Service Now ticketing system.
  • Provided technical customer service for users.
  • Tuned database SQL Queries and procedures by monitoring run times and system statistics.

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Top 10 Best States for Lead Support Analysts

  1. District of Columbia
  2. Delaware
  3. New Jersey
  4. Massachusetts
  5. Connecticut
  6. Colorado
  7. Alaska
  8. Virginia
  9. California
  10. Rhode Island
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  • (388 jobs)
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