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What is a support analyst and how to become one
Support analysts provide technical assistance and support to computer system users. They troubleshoot issues related to hardware, software, and network systems, and provide solutions to problems. Support analysts also document issues and resolutions, maintain records, and escalate complex problems to senior staff as needed. Support analysts are responsible for ensuring that computer systems are running smoothly and efficiently, and that users have the necessary tools to perform their tasks effectively.
What general advice would you give to a Support Analyst?
Kate Marek Ph.D.
Director and Professor, Dominican University
Avg. Salary $75,989
Avg. Salary $59,228
Growth Rate 10%
Growth Rate 0.3%
American Indian and Alaska Native 0.41%
Asian 12.86%
Black or African American 12.21%
Hispanic or Latino 14.91%
Unknown 5.29%
White 54.32%
Genderfemale 36.91%
male 63.09%
Age - 41American Indian and Alaska Native 3.00%
Asian 7.00%
Black or African American 14.00%
Hispanic or Latino 19.00%
White 57.00%
Genderfemale 47.00%
male 53.00%
Age - 41Stress level is high
7.1 - high
Complexity Level is challenging
7 - challenging
Work Life balance is good
6.4 - fair
What are the pros and cons of being a Support Analyst?
Pros
Exposure to various technologies and software applications
Chance to work with people from different departments and levels of expertise
Opportunity to develop technical and interpersonal skills
Ability to work remotely or from home in some cases
Satisfaction of helping users overcome technical difficulties
Cons
High stress levels due to urgent and critical issues requiring immediate attention
Need to be on-call for after-hours support in many cases
Dealing with upset or frustrated customers can be emotionally taxing
Limited control over the software or systems being supported
Constant need to keep up with new technologies and updates
Support Analyst career paths
Key steps to become a support analyst
Explore support analyst education requirements
Start to develop specific support analyst skills
Skills Percentages Customer Service 16.44% Troubleshoot 6.83% Technical Support 5.28% Application Support 5.24% Patients 3.98% Complete relevant support analyst training and internships
Accountants spend an average of 3-6 months on post-employment, on-the-job training. New support analysts learn the skills and techniques required for their job and employer during this time. The chart below shows how long it takes to gain competency as a support analyst based on U.S. Bureau of Labor Statistics data and data from real support analyst resumes.Gain additional support analyst certifications
More About CertificationsSupport analyst certifications can show employers you have a baseline of knowledge expected for the position. Certifications can also make you a more competitive candidate. Even if employers don't require a specific support analyst certification, having one may help you stand out relative to other applicants.
The most common certifications for support analysts include Security 5 Certification and Certified Network Computer Technician (CNCT).
Research support analyst duties and responsibilities
- Manage support activities in the CRM.
- Assist customers with configuring routers, high speed DSL modems, and cable broadband modems to achieve VoIP registrations and connectivity.
- Manage customer expectations through use of negotiation, persuasion, diplomacy and clear communication.
- Develop client case reports and dashboards within Salesforce CRM.
Prepare your support analyst resume
When your background is strong enough, you can start writing your support analyst resume.
You can use Zippia's AI resume builder to make the resume writing process easier while also making sure that you include key information that hiring managers expect to see on a support analyst resume. You'll find resume tips and examples of skills, responsibilities, and summaries, all provided by Zippi, your career sidekick.
Choose From 10+ Customizable Support Analyst Resume templates
Build a professional Support Analyst resume in minutes. Browse through our resume examples to identify the best way to word your resume. Then choose from 10+ resume templates to create your Support Analyst resume.
Apply for support analyst jobs
Now it's time to start searching for a support analyst job. Consider the tips below for a successful job search:
- Browse job boards for relevant postings
- Consult your professional network
- Reach out to companies you're interested in working for directly
- Watch out for job scams
How Did You Land Your First Support Analyst Job
Are you a Support Analyst?
Share your story for a free salary report.
Average support analyst salary
The average Support Analyst salary in the United States is $75,989 per year or $37 per hour. Support analyst salaries range between $50,000 and $114,000 per year.
What Am I Worth?
How do support analysts rate their job?
Support Analyst reviews
You get to help a lot of people in many different ways as well as learning new things about technology
I have aids now due to the painfulness of sitting down all day
There was nothing to like. Everyone was polite an hard workers
Working with The people
I decided to go to technical support because I've been fascinated by technology all my life and I love working with the people as well. I want to use my technical know-how to solve directly the problems that customers have. I want to be the person who makes life easier and more enjoyable for people who have had a problem. This is what I like most as a technical Support.
I don't like sitting around being inactive. So I'll keep my self always busy
Support Analyst FAQs
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Updated January 8, 2025
