1. Stanford University
Stanford, CA • Private
A support analyst is also known as an IT support analyst or a technical support analyst and is responsible for providing primary technical support for company customers and end-users. They are responsible for responding to technical support calls and talking directly to the customer to determine the nature of the technical issue. They connect to the customer's computer system via remote access and travels to the customer's office or server location for hardware and network malfunctions.
Further duties include identifying the nature of the hardware, software, or networking issue, providing the customer with resolution choices, installing new hardware systems, software updates, and networking cables, fixing software and hardware issues, providing minor technical or operational training, and completing IT support logs.
The skills they need are familiarity with networking systems and protocols, knowledge of remote desktop support systems, in-depth knowledge of computer hardware systems, routers, and peripherals, knowledge of operating systems, office software, enterprise software, and server systems, excellent problem-solving skills, and communication skills, and the ability to travel when required. It is impossible to become one with only a high school diploma or GED. Most usually have a bachelor's degree. They earn $68,199 per year, that's $32.79 per hour.
There are certain skills that many support analysts have in order to accomplish their responsibilities. By taking a look through resumes, we were able to narrow down the most common skills for a person in this position. We discovered that a lot of resumes listed customer-service skills, listening skills and problem-solving skills.
If you're interested in becoming a support analyst, one of the first things to consider is how much education you need. We've determined that 61.8% of support analysts have a bachelor's degree. In terms of higher education levels, we found that 8.8% of support analysts have master's degrees. Even though most support analysts have a college degree, it's possible to become one with only a high school degree or GED.
As you move along in your career, you may start taking on more responsibilities or notice that you've taken on a leadership role. Using our career map, a support analyst can determine their career goals through the career progression. For example, they could start out with a role such as systems administrator, progress to a title such as information technology manager and then eventually end up with the title information technology director.
What Am I Worth?
The role of a support analyst includes a wide range of responsibilities. These responsibilities can vary based on an individual's specific job, company, or industry.Here are some general support analyst responsibilities:
There are several types of support analyst, including:
Mouse over a state to see the number of active support analyst jobs in each state. The darker areas on the map show where support analysts earn the highest salaries across all 50 states.
|Rank||State||Number of Jobs||Average Salary|
Stanford, CA • Private
Philadelphia, PA • Private
Evanston, IL • Private
Los Angeles, CA • Private
Bakersfield, CA • Private
Vestal, NY • Private
San Diego, CA • Private
Boston, MA • Private
New York, NY • Private
Worcester, MA • Private
The skills section on your resume can be almost as important as the experience section, so you want it to be an accurate portrayal of what you can do. Luckily, we've found all of the skills you'll need so even if you don't have these skills yet, you know what you need to work on. Out of all the resumes we looked through, 16.4% of support analysts listed customer service on their resume, but soft skills such as customer-service skills and listening skills are important as well.
Zippia allows you to choose from different easy-to-use Support Analyst templates, and provides you with expert advice. Using the templates, you can rest assured that the structure and format of your Support Analyst resume is top notch. Choose a template with the colors, fonts & text sizes that are appropriate for your industry.
After extensive research and analysis, Zippia's data science team found that:
1. Technical Support Case Studies and Capstone
This course allows you to show what you’ve learned in the previous IT Technical Support professional certification courses and apply that knowledge to realistic situations. The IT Technical Support Capstone leads you through a series of technical support case studies that require hands-on work to resolve. You will practice analyzing user help requests and troubleshooting various issues. You’ll demonstrate your knowledge of hardware, software, networking, security, and cloud computing. You’ll...See More on Coursera
2. Technical Support Fundamentals
This course is the first of a series that aims to prepare you for a role as an entry-level IT Support Specialist. In this course, you’ll be introduced to the world of Information Technology, or IT. You’ll learn about the different facets of Information Technology, like computer hardware, the Internet, computer software, troubleshooting, and customer service. This course covers a wide variety of topics in IT that are designed to give you an overview of what’s to come in this certificate program...See More on Coursera
3. Introduction to Technical Support
Gain the daily work skills and knowledge you’ll need for IT Technical Support career success. This course, part of the IBM Technical Support Professional Certificate, is designed for beginners with no prior IT experience or formal degree. Get an insider’s view into IT Support work. Learn about IT Support roles and levels, the support escalation matrix, ticketing systems, common support tools, and remote support software. Then, hear about career opportunities and career pathways from...See More on Coursera
Some places are better than others when it comes to starting a career as a support analyst. The best states for people in this position are New Jersey, New York, Washington, and Connecticut. Support analysts make the most in New Jersey with an average salary of $91,615. Whereas in New York and Washington, they would average $90,957 and $85,194, respectively. While support analysts would only make an average of $84,508 in Connecticut, you would still make more there than in the rest of the country. We determined these as the best states based on job availability and pay. By finding the median salary, cost of living, and using the Bureau of Labor Statistics' Location Quotient, we narrowed down our list of states to these four.
2. District of Columbia
3. New York
We've made finding a great employer to work for easy by doing the hard work for you. We looked into employers that employ support analysts and discovered their number of support analyst opportunities and average salary. Through our research, we concluded that Esri was the best, especially with an average salary of $69,746. JPMorgan Chase & Co. follows up with an average salary of $89,522, and then comes Microsoft with an average of $113,851. In addition, we know most people would rather work from home. So instead of having to change careers, we identified the best employers for remote work as a support analyst. The employers include CITGO Petroleum, Broadridge, and Booz Allen Hamilton
|Rank||Company||Average Salary||Hourly Rate||Job Openings|
|8||JPMorgan Chase & Co.||$89,522||$43.04||142|
You become a support analyst by gaining the appropriate degree, getting experience pre-employment, and finding apprenticeships either before or at the start of your career. Some support analysts also prefer to continue their education through certifications if they plan to make a career path of support analysis.
Support analysts make an average of $76,000 per year. Entry-level support analysts bring home about $55,000 per year, while the top 25% make approximately $90,000 per year. The top 10% of support analysts make roughly $104,000 annually.