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Become A Production Support Analyst

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Working As A Production 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 Production 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 Production 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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Production Support Analyst jobs

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Production Support Analyst Career Paths

Production Support Analyst
Senior Business Analyst Information Technology Project Manager Director Of Information
Chief Information Officer
11 Yearsyrs
Quality Assurance Tester Information Technology Consultant Senior System Administrator
Data Center Manager
9 Yearsyrs
Project Manager Program Manager Senior Manager
Director Of Information
10 Yearsyrs
Technical Analyst Systems Administrator Director Of Information
Director Of Information Technology Services
12 Yearsyrs
Data Analyst Finance Analyst Systems Analyst
Information Systems Manager
6 Yearsyrs
Senior Software Engineer Senior Systems Engineer Information Technology Manager
Information Technology Director
10 Yearsyrs
Data Analyst Senior Consultant Information Technology Manager
Information Technology Infrastructure Manager
11 Yearsyrs
Support Analyst Systems Administrator
Information Technology Manager
8 Yearsyrs
Technical Analyst Lead Technician Information Technology Manager
Infrastructure Manager
10 Yearsyrs
Support Analyst Business Analyst
Product Manager
7 Yearsyrs
Business Analyst Senior Business Analyst Project Manager
Program Manager
8 Yearsyrs
Quality Assurance Analyst Senior Quality Assurance Analyst
Quality Assurance Lead
6 Yearsyrs
Senior Business Analyst Senior Consultant Information Technology Manager
Senior Information Technology Manager
10 Yearsyrs
Analyst Systems Analyst
Senior Programmer Analyst
7 Yearsyrs
Business Analyst Project Manager
Senior Project Manager
12 Yearsyrs
Quality Assurance Analyst Quality Assurance Engineer
Senior Quality Assurance Analyst
6 Yearsyrs
Analyst Business Analyst Senior Systems Analyst
Senior Software Engineer
6 Yearsyrs
Senior Software Engineer Project Leader Business Analyst
Senior Systems Analyst
7 Yearsyrs
Quality Assurance Tester Senior Software Engineer Solutions Architect
Solutions Manager
8 Yearsyrs
Project Manager Information Technology Project Manager Director Of Information
Vice President Of Information Technology
12 Yearsyrs
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Average Length of Employment
Programmer Analyst 4.0 years
Systems Analyst 3.4 years
Computer Analyst 3.3 years
Production Analyst 3.3 years
Systems Support 3.1 years
PC Support Analyst 3.0 years
Analyst Lead 2.9 years
Technical Analyst 2.8 years
Automation Analyst 2.7 years
Support Lead 2.7 years
Production Support 2.7 years
Software Analyst 2.6 years
Developer Analyst 2.5 years
Analyst 2.4 years
Support Analyst 2.3 years
Support 2.0 years
Top Employers Before
Developer 4.9%
Consultant 3.6%
Top Employers After
Consultant 4.8%
Analyst 4.0%
Developer 3.4%

Production Support Analyst Demographics

Gender

Male

63.2%

Female

33.5%

Unknown

3.3%
Ethnicity

White

67.7%

Asian

18.2%

Hispanic or Latino

10.0%

Unknown

3.1%

Black or African American

1.1%
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Languages Spoken

Spanish

44.4%

Japanese

11.1%

Vietnamese

5.6%

Cantonese

5.6%

French

5.6%

Hindi

5.6%

Mandarin

5.6%

Thai

5.6%

Korean

5.6%

Italian

5.6%
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Production Support Analyst Education

Schools

University of Phoenix

19.4%

Georgia State University

7.8%

More Tech Institute

7.8%

University of South Florida

5.8%

Strayer University

5.8%

Northern Virginia Community College

4.9%

Auburn University

3.9%

Texas State University

3.9%

University of Texas at Dallas

3.9%

Texas A&M University

3.9%

Virginia Polytechnic Institute and State University

3.9%

Johnson County Community College

3.9%

DePaul University

3.9%

University of Oklahoma

3.9%

Prince George's Community College

2.9%

Pace University - New York

2.9%

University of Texas at Arlington

2.9%

University of Maryland - University College

2.9%

Illinois State University

2.9%

Pennsylvania State University

2.9%
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Majors

Computer Science

17.9%

Business

17.7%

Computer Information Systems

11.1%

Information Technology

7.2%

Computer Engineering

5.2%

Electrical Engineering

4.8%

Accounting

4.4%

Computer Programming

4.3%

Information Systems

3.1%

Finance

3.0%

Computer Applications

3.0%

Management

2.6%

Engineering

2.6%

Management Information Systems

2.4%

Computer Networking

2.2%

Project Management

2.2%

Electrical Engineering Technology

1.7%

Mathematics

1.7%

Education

1.5%

Political Science

1.5%
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Degrees

Bachelors

45.4%

Other

22.3%

Masters

16.0%

Associate

8.9%

Certificate

5.2%

Diploma

1.8%

Doctorate

0.5%
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Job type you want
Full Time
Part Time
Internship
Temporary

Real Production Support Analyst Salaries

Job Title Company Location Start Date Salary
Production Support (Computers Systems) Analyst The Matlen Silver Group, Inc. Charlotte, NC Aug 31, 2015 $158,612
System/Production Support Analyst Software Guidance & Assistance, Inc. Parkton, NC Nov 02, 2016 $125,546
Production Support Systems Analyst IV Airline Tariff Publishing Company (Atpco) Dulles Town Center, VA Sep 22, 2016 $123,718
Production Support Analyst Diversant LLC Red Bank, NJ Oct 28, 2016 $118,165
Production Support Analyst III Bluecross and Blueshield Association Washington, DC Jul 25, 2016 $113,000 -
$125,000
Production Support Analyst III Bluecross and Blueshield Association Washington, DC Aug 08, 2016 $113,000 -
$135,000
Systems Production Support Analyst Software Guidance & Assistance, Inc. Morrisville, NC Aug 03, 2015 $110,300
Production Support Analyst Diversant LLC Jersey City, NJ Sep 21, 2015 $110,000 -
$120,000
Production Support Analyst II Blue Cross Blue Shield Association Chicago, IL Oct 19, 2015 $110,000
Systems/Production Support Analyst Software Guidance and Assistance, Inc. Tarrytown, NY Oct 19, 2015 $110,000
Production Support Analyst Tata Consultancy Services Limited New York, NY Mar 18, 2016 $107,610
Production Support Analyst III Bluecross and Blueshield Association Chicago, IL Jul 23, 2016 $105,955 -
$130,000
Systems Production Support Analyst Software Guidance & Assistance, Inc. Morrisville, NC Sep 08, 2016 $105,300
Production Support Analyst Data, Inc. Montvale, NJ Aug 26, 2015 $105,000 -
$115,000
Production Support Analyst Fusion Plus Solutions, Inc. Irvine, CA Sep 15, 2015 $72,000
Production Support Analyst New York Technology Partners, Inc. New York, NY May 04, 2015 $72,000
Production Support Analyst-US Infosys Limited Charlotte, NC Jan 11, 2016 $71,862
E-Commerce Production Support Analyst Retail Services and Systems, Inc. (DBA Total Wine Bethesda, MD Aug 08, 2016 $71,760 -
$95,000
Production Support Analyst-US Infosys Limited Pleasanton, CA Nov 17, 2015 $71,639
Production Support Analyst-US Infosys Limited Pleasanton, CA Jun 30, 2015 $71,639
Production Support Analyst-US Infosys Limited Pleasanton, CA Dec 12, 2015 $71,639
Production Support Analyst-US Infosys Limited Pleasanton, CA Jan 10, 2016 $71,639
Production Support Analyst-US Infosys Limited Cranberry, PA Jun 25, 2016 $68,397
Production Support Analyst-US Infosys Limited Salt Lake City, UT Aug 11, 2015 $68,171
Production Support Analyst-US Infosys Limited Bentonville, AR Aug 06, 2015 $68,171
Production Support Analyst-US Infosys Limited Northfield, IL Aug 04, 2015 $68,171
Production Support Analyst-US Infosys Limited Bentonville, AR Aug 03, 2015 $68,171
Production Support Analyst-US Infosys Limited Plano, TX Mar 17, 2015 $68,171
Production Support Analyst-US Infosys Limited Bentonville, AR Jul 30, 2015 $68,171

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Top Skills for A Production Support Analyst

SQLServerDataIssuesProceduresUnixWebWindowsXPMainframeJCLTroubleTicketsProductionEnvironmentSLAProductionIssuesTechnicalSupportFinancialApplicationSupportDB2QAAutosysDisasterPl/Sql

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Top Production Support Analyst Skills

  1. SQL Server
  2. Data Issues
  3. Procedures
You can check out examples of real life uses of top skills on resumes here:
  • Maintained SQL Server 2000/2005/2008 enterprise databases.
  • Used to work with Application Source team in case of data issues.
  • Ensured all analysts' desk procedures were ISO ready.
  • Interacted with UNIX support group to resolve server issues.
  • Web technologies include JAVA, XML and J2EE.

Top Production Support Analyst Employers

Production Support Analyst Videos

Karen Morgan on Application Support

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