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Become A Software Support Analyst

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Working As A Software Support Analyst

  • Interacting With Computers
  • Getting Information
  • Making Decisions and Solving Problems
  • Updating and Using Relevant Knowledge
  • Communicating with Supervisors, Peers, or Subordinates
  • $62,000

    Average Salary

What Does A Software 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 Software 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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Software Support Analyst Career Paths

Software 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 Account Manager
Senior Account Manager
7 Yearsyrs
Business Analyst Consultant Information Technology Manager
Senior Information Technology Manager
10 Yearsyrs
Business Analyst Project Manager Information Technology Director
Chief Information Officer
11 Yearsyrs
Business Analyst Information Technology Project Manager Information Technology Director
Vice President Of Information Technology
12 Yearsyrs
Support Analyst Analyst Project Manager
Service Delivery Manager
10 Yearsyrs
Support Analyst Analyst Senior Software Engineer
Chief Technology Officer
11 Yearsyrs
Support Analyst Consultant Information Technology Manager
Information Technology Operations Manager
9 Yearsyrs
Quality Assurance Analyst Team Leader Lead Technician
Technical Manager
7 Yearsyrs
Quality Assurance Analyst Project Manager Information Technology Project Manager
Information Technology Infrastructure Manager
11 Yearsyrs
Quality Assurance Analyst Quality Engineer Systems Engineer
Systems Manager
6 Yearsyrs
Systems Analyst Network Engineer Network Administrator
Information Systems Manager
6 Yearsyrs
Systems Analyst Project Leader Information Technology Project Manager
Information Technology Technical Services Manager
9 Yearsyrs
Systems Analyst Systems Engineer Information Technology Consultant
Information Technology Systems Manager
8 Yearsyrs
Software Developer Senior Programmer Analyst Senior Business Analyst
Implementation Manager
8 Yearsyrs
Software Developer Information Technology Consultant Network Manager
Technical Services Manager
7 Yearsyrs
Software Developer Information Technology Consultant 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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Do you work as a Software Support Analyst?

Help others decide if this is a good career for them

Average Length of Employment
Systems Support 2.7 years
Support Analyst 2.4 years
Top Careers Before Software Support Analyst
Consultant 4.4%
Internship 3.4%
Analyst 3.4%
Programmer 3.0%
Top Careers After Software Support Analyst
Consultant 3.7%

Do you work as a Software Support Analyst?

Average Yearly Salary
$62,000
View Detailed Salary Report
$40,000
Min 10%
$62,000
Median 50%
$62,000
Median 50%
$62,000
Median 50%
$62,000
Median 50%
$62,000
Median 50%
$62,000
Median 50%
$62,000
Median 50%
$96,000
Max 90%
Best Paying Company
TEKsystems
Highest Paying City
Hoboken, NJ
Highest Paying State
New Jersey
Avg Experience Level
3.0 years
How much does a Software Support Analyst make at top companies?
The national average salary for a Software Support Analyst in the United States is $62,658 per year or $30 per hour. Those in the bottom 10 percent make under $40,000 a year, and the top 10 percent make over $97,000.

Real Software Support Analyst Salaries

Job Title Company Location Start Date Salary
Senior Software Support Analyst Microsoft Corporation Redmond, WA Aug 09, 2012 $112,721
Software Developer/Support Analyst Canopy One Solutions Inc. Irving, TX Aug 06, 2015 $82,000
Software Developer/Support Analyst Canopy One Solutions Inc. Irving, TX Dec 17, 2015 $82,000
Software Developer/Support Analyst Canopy One Solutions Inc. Irving, TX Jul 27, 2016 $82,000
Software Support Analyst Indus Valley Partners Corp. New York, NY Sep 20, 2013 $78,000
Software Developer/Support Analyst Canopy One Solutions Inc. Chandler, AZ Jul 29, 2013 $73,500
Support Analyst, Software Development Mediabrands Worldwide, Inc. New York, NY Mar 09, 2016 $72,010 -
$82,010
Software Support Analyst Fusion Plus Solutions, Inc. Little Rock, AR Jun 01, 2015 $72,000
Software Developer/Support Analyst Canopy One Solutions Inc. Madison, WI Jul 29, 2013 $70,000
Software Support Analyst-Principal The Curators of The University of Missouri Columbia, MO Jul 16, 2015 $65,250 -
$72,400
Software Support Analyst Parature, Inc. Vienna, VA Sep 25, 2011 $62,067 -
$65,000
Software Developer/Support Analyst Canopy One Solutions Inc. Madison, WI Jul 22, 2013 $62,000
Software Developer/Support Analyst Canopy One Solutions Inc. Chandler, AZ Jul 22, 2013 $62,000
Software Support Analyst/Business Analyst Financial Software Systems Horsham, PA Jul 08, 2016 $60,986
Software Developer/Support Analyst Canopy One Solutions Inc. Richfield, MN Feb 09, 2013 $60,250
Software Developer/Support Analyst Canopy One Solutions Inc. Richfield, MN Feb 09, 2013 $60,000
Software Support Analyst/Business Analyst Financial Software Systems Horsham, PA Sep 13, 2015 $59,280
Software Support Analyst-Principal The Curators of The University of Missouri Columbia, MO Jun 15, 2014 $56,836
Software Support Analyst State of Arkansas Department of Finance and Admini Little Rock, AR Oct 01, 2013 $54,329
Software Support Analyst Tier 2 Successfactors, Inc. Arlington, VA Jan 01, 2012 $54,080 -
$61,942
Software Support Analyst Successfactors, Inc. Arlington, VA Sep 20, 2013 $53,747 -
$57,700
Software Support Analyst Plateau Systems, Ltd. Arlington, VA Sep 14, 2011 $53,394 -
$55,000
Software Support Analyst State of Arkansas Department of Finance and Admini Little Rock, AR Apr 05, 2011 $53,264
Software Support Analyst Successfactors, Inc. Arlington, VA Jan 01, 2012 $52,562 -
$55,000
Software Support Analyst State of Arkansas Department of Finance and Admini Little Rock, AR Mar 20, 2011 $52,437
Software Support Analyst Weatherford International, Inc. Houston, TX Mar 12, 2012 $51,979 -
$70,700
Product Development Software Support Analyst Belcan Engineering Group, Inc. Aurora, IL May 07, 2013 $51,695
Product Development Software Support Analyst Belcan Engineering Group, Inc. Aurora, IN Oct 01, 2011 $51,507

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Top Skills for A Software Support Analyst

  1. Technical Support
  2. Data Analysis
  3. SQL
You can check out examples of real life uses of top skills on resumes here:
  • Provided front line technical support to multiple county clerks regarding issues they encountered utilizing our elections system management software.
  • Developed metrics aligned with data analysis techniques to monitor the efficacy of the criminal remediation process.
  • Corrected software errors through alternative operational methods and/or SQL updates.
  • Maintained and monitored production/Beta/QA/Development CICS environments on an IBM Mainframe system for a retail/EDI software development team.
  • Supported Microsoft Office 2000, XP and 2003 products, Windows NT workstation, Windows 2000 and Windows XP operating systems.

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Top 10 Best States for Software Support Analysts

  1. District of Columbia
  2. Delaware
  3. Massachusetts
  4. Colorado
  5. New Jersey
  6. Alaska
  7. Connecticut
  8. Rhode Island
  9. Virginia
  10. California
  • (544 jobs)
  • (133 jobs)
  • (1,173 jobs)
  • (955 jobs)
  • (1,060 jobs)
  • (82 jobs)
  • (436 jobs)
  • (132 jobs)
  • (1,978 jobs)
  • (4,071 jobs)

Software Support Analyst Demographics

Gender

Male

56.7%

Female

35.9%

Unknown

7.3%
Ethnicity

White

61.6%

Hispanic or Latino

13.8%

Black or African American

12.2%

Asian

8.5%

Unknown

3.8%
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Foreign Languages Spoken

Spanish

60.0%

French

16.0%

Portuguese

8.0%

Arabic

8.0%

Bengali

4.0%

Hmong

4.0%
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Software Support Analyst Education

Schools

University of Phoenix

16.3%

University of Houston

7.3%

Western Governors University

5.7%

Northeastern University

5.7%

University of Maryland - University College

4.9%

University of Central Florida

4.9%

Walden University

4.9%

Sam Houston State University

4.9%

University of South Florida

4.1%

University of Massachusetts - Lowell

4.1%

University of Southern California

4.1%

San Diego State University

4.1%

University of Massachusetts - Boston

4.1%

Kennesaw State University

4.1%

Strayer University

4.1%

Indiana Wesleyan University

4.1%

Park University

3.3%

Webster University

3.3%

Georgia State University

3.3%

Metropolitan State University

3.3%
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Majors

Business

19.4%

Computer Science

16.1%

Computer Information Systems

13.0%

Information Technology

9.0%

Management Information Systems

4.4%

Accounting

4.3%

Computer Networking

3.8%

Information Systems

3.3%

Finance

3.3%

Electrical Engineering

3.1%

Psychology

3.0%

Communication

2.8%

Education

2.6%

Management

2.6%

Computer Engineering

2.0%

Criminal Justice

1.8%

Mathematics

1.5%

Computer Systems Security

1.5%

Elementary Education

1.3%

Project Management

1.3%
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Degrees

Bachelors

46.4%

Other

17.8%

Masters

16.4%

Associate

13.6%

Certificate

3.8%

Diploma

1.2%

Doctorate

0.6%

License

0.3%
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