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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
  • $71,000

    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 Career Paths

Production Support Analyst
Business Analyst Consultant
Information Technology Manager
7 Yearsyrs
Business Analyst Consultant Information Technology Manager
Information Technology Director
10 Yearsyrs
Business Analyst Manager Information Technology Manager
Senior Information Technology Manager
10 Yearsyrs
Developer Consultant Project Manager
Delivery Manager
7 Yearsyrs
Developer Project Manager Information Technology Director
Vice President Of Information Technology
12 Yearsyrs
Developer Lead Technician Project Manager
Service Delivery Manager
10 Yearsyrs
Programmer Analyst Senior Software Engineer
Chief Technology Officer
11 Yearsyrs
Programmer Analyst Systems Engineer Information Technology Manager
Information Technology Operations Manager
9 Yearsyrs
Programmer Analyst Senior Software Engineer Lead Technician
Technical Manager
7 Yearsyrs
Systems Administrator Analyst Systems Analyst
Systems Manager
6 Yearsyrs
Systems Administrator Information Technology Consultant Information Technology Project Manager
Information Technology Infrastructure Manager
11 Yearsyrs
Systems Administrator Network Engineer Network Administrator
Information Systems Manager
6 Yearsyrs
Systems Analyst Network Engineer Network Administrator
Information Technology Systems Manager
8 Yearsyrs
Systems Analyst Project Leader Information Technology Project Manager
Information Technology Technical Services Manager
9 Yearsyrs
Support Analyst Network Technician Field Service Technician
Technical Services Manager
7 Yearsyrs
Support Analyst Analyst Senior Business Analyst
Implementation Manager
8 Yearsyrs
Support Analyst Analyst Senior Data Analyst-
Data Manager
6 Yearsyrs
Operations Analyst Systems Engineer Information Technology Analyst
Information Technology Supervisor, Information Technology
6 Yearsyrs
Application Support Analyst Service Desk Analyst Service Desk Supervisor
Service Desk Manager
7 Yearsyrs
Application Support Analyst Service Desk Analyst
Incident Manager
9 Yearsyrs
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Average Length of Employment
Systems Analyst 3.4 years
Technical Analyst 2.8 years
Production Support 2.6 years
Support Analyst 2.4 years
Top Careers Before Production Support Analyst
Developer 7.2%
Consultant 3.3%
Top Careers After Production Support Analyst
Consultant 5.3%
Analyst 4.6%
Developer 4.5%

Do you work as a Production Support Analyst?

Average Yearly Salary
$71,000
Show Salaries
$63,000
Min 10%
$71,000
Median 50%
$71,000
Median 50%
$71,000
Median 50%
$71,000
Median 50%
$71,000
Median 50%
$71,000
Median 50%
$71,000
Median 50%
$80,000
Max 90%
Best Paying Company
Shearman & Sterling
Highest Paying City
Redmond, WA
Highest Paying State
Alaska
Avg Experience Level
3.3 years
How much does a Production Support Analyst make at top companies?
The national average salary for a Production Support Analyst in the United States is $71,224 per year or $34 per hour. Those in the bottom 10 percent make under $63,000 a year, and the top 10 percent make over $80,000.

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
Systems/Production Support Analyst Software Guidance and Assistance, Inc. Tarrytown, NY Oct 19, 2015 $110,000
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
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 New York Technology Partners, Inc. New York, NY May 04, 2015 $72,000
Production Support Analyst Fusion Plus Solutions, Inc. Irvine, CA Sep 15, 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 Jan 10, 2016 $71,639
Production Support Analyst-US Infosys Limited Pleasanton, CA Jun 30, 2015 $71,639
Production Support Analyst-US Infosys Limited Pleasanton, CA Nov 17, 2015 $71,639
Production Support Analyst-US Infosys Limited Pleasanton, CA Dec 12, 2015 $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 Dec 30, 2015 $68,171
Production Support Analyst-US Infosys Limited Salt Lake City, UT Jan 23, 2015 $68,171
Production Support Analyst-US Infosys Limited Northfield, IL Aug 04, 2015 $68,171
Production Support Analyst-US Infosys Limited Salt Lake City, UT Feb 04, 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

  1. Pl/Sql
  2. Data Warehouse
  3. Unix
You can check out examples of real life uses of top skills on resumes here:
  • Utilized SQL loader, UNIX shell scripts, MS Access and PL/SQL to upload data from various sources into Oracle database.
  • Insured the availability of Finance data warehouse files, Trades and updated General Ledger for the morning process.
  • Updated Unix and Nonstop Himalaya/Tandem scripts and configuration files as necessary.
  • Increased duties include coordinate local conversion from OS/2 to Windows XP workstations.
  • Troubleshooted mainframe job errors and recommend solutions to developers or data center operations.

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Top 10 Best States for Production Support Analysts

  1. Massachusetts
  2. Washington
  3. Alaska
  4. District of Columbia
  5. Minnesota
  6. New Jersey
  7. Connecticut
  8. Maine
  9. Rhode Island
  10. Delaware
  • (1,258 jobs)
  • (911 jobs)
  • (54 jobs)
  • (591 jobs)
  • (954 jobs)
  • (1,313 jobs)
  • (513 jobs)
  • (120 jobs)
  • (133 jobs)
  • (167 jobs)

Production Support Analyst Demographics

Gender

Male

59.0%

Female

31.7%

Unknown

9.3%
Ethnicity

White

53.2%

Asian

17.6%

Hispanic or Latino

13.6%

Black or African American

10.9%

Unknown

4.7%
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Foreign Languages Spoken

Spanish

40.7%

Japanese

11.1%

Cantonese

7.4%

Korean

7.4%

Indonesian

3.7%

Chinese

3.7%

Vietnamese

3.7%

French

3.7%

Carrier

3.7%

Hindi

3.7%

Mandarin

3.7%

Thai

3.7%

Italian

3.7%
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Production Support Analyst Education

Schools

University of Phoenix

21.1%

More Tech Institute

8.2%

University of South Florida

6.8%

Georgia State University

6.8%

Texas A&M University

6.1%

Strayer University

4.8%

Texas State University

4.1%

New Jersey Institute of Technology

4.1%

Pennsylvania State University

3.4%

University of Texas at Dallas

3.4%

Purdue University

3.4%

University of Delaware

3.4%

Georgia Institute of Technology -

3.4%

Northeastern University

3.4%

University of Oklahoma

3.4%

Northern Virginia Community College

3.4%

New York University

2.7%

California State University - Fullerton

2.7%

University of North Carolina at Greensboro

2.7%

University of North Texas

2.7%
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Majors

Computer Science

19.7%

Business

18.6%

Computer Information Systems

10.3%

Information Technology

7.6%

Electrical Engineering

5.5%

Computer Engineering

5.1%

Finance

3.8%

Computer Applications

3.7%

Accounting

3.3%

Computer Programming

3.2%

Management Information Systems

2.7%

Information Systems

2.3%

Engineering

2.3%

Electrical Engineering Technology

2.0%

Management

1.8%

Education

1.7%

Project Management

1.7%

Mathematics

1.7%

Criminal Justice

1.5%

Computer Networking

1.4%
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Degrees

Bachelors

47.9%

Other

18.8%

Masters

17.7%

Associate

9.0%

Certificate

4.9%

Diploma

1.2%

Doctorate

0.5%
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Production Support Analyst Videos

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Updated May 19, 2020