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Become A Support Analyst

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Working As A Support Analyst

  • Interacting With Computers
  • Getting Information
  • Making Decisions and Solving Problems
  • Updating and Using Relevant Knowledge
  • Communicating with Supervisors, Peers, or Subordinates
  • $85,817

    Average Salary

What Does A 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 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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Support Analyst jobs

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Support Analyst Career Paths

Support Analyst
Project Manager Program Manager Business Developer
Business Development Manager
9 Yearsyrs
Systems Engineer Information Technology Manager Director Of Information
Chief Information Officer
11 Yearsyrs
Desktop Support Analyst Systems Analyst Senior System Administrator
Data Center Manager
9 Yearsyrs
Support Specialist Project Manager Senior Manager
Director Of Human Resources
10 Yearsyrs
Systems Administrator Information Technology Manager
Director Of Information
10 Yearsyrs
Quality Assurance Analyst Senior Consultant Director Of Information
Director Of Information Technology Services
12 Yearsyrs
Project Manager Construction Manager Operations Manager
Director Of Sales
10 Yearsyrs
Network Technician Network Administrator
Information Systems Manager
6 Yearsyrs
Systems Analyst Systems Administrator Information Technology Manager
Information Technology Director
10 Yearsyrs
Network Technician Systems Engineer Information Technology Manager
Information Technology Infrastructure Manager
11 Yearsyrs
Systems Administrator Network Engineer Network Administrator
Information Technology Manager
8 Yearsyrs
Quality Assurance Analyst Business Analyst Information Technology Manager
Infrastructure Manager
10 Yearsyrs
Analyst Finance Analyst Business Analyst
Product Manager
7 Yearsyrs
Business Analyst Senior Business Analyst Project Manager
Program Manager
8 Yearsyrs
Systems Engineer Systems Administrator Information Technology Manager
Senior Information Technology Manager
10 Yearsyrs
Analyst Business Analyst Product Manager
Senior Product Manager
9 Yearsyrs
Business Analyst Project Manager
Senior Project Manager
12 Yearsyrs
Systems Analyst Systems Engineer
Senior Software Engineer
6 Yearsyrs
Program Manager Sales Consultant Solution Specialist
Solutions Manager
8 Yearsyrs
Support Specialist Network Administrator Director Of Information
Vice President Of Information Technology
12 Yearsyrs
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Average Length of Employment
Systems Specialist 4.2 years
Senior PC Analyst 3.6 years
Line Analyst 3.4 years
Systems Analyst 3.4 years
LAN Analyst 3.4 years
Pc/Lan Analyst 3.3 years
Computer Analyst 3.3 years
MIS Specialist 3.3 years
Systems Engineer 3.2 years
Systems Support 3.1 years
Network Technician 3.1 years
Business Analyst 3.0 years
Help Desk Leader 3.0 years
PC Support Analyst 3.0 years
PC Support Manager 2.9 years
Technical Analyst 2.8 years
Support Lead 2.7 years
PC Analyst 2.7 years
Production Support 2.7 years
MIS Technician 2.7 years
Desktop Engineer 2.6 years
Data Specialist 2.5 years
Helpdesk Lead 2.5 years
Solutions Analyst 2.4 years
Analyst 2.4 years
Support Specialist 2.3 years
Deployment Analyst 2.2 years
Computer Assistant 2.2 years
Help Desk Analyst 2.1 years
Server Technician 2.1 years
Support 2.0 years
Support Associate 2.0 years
Support Analyst 2.0 years
NOC Analyst 1.9 years
Help Desk Engineer 1.8 years
Service Desk Agent 1.7 years
Tier 1.6 years
Student Technician 1.6 years
Junior Technician 1.6 years
Help Desk Agent 1.5 years
Top Employers Before
Analyst 5.0%
Consultant 4.1%
Internship 3.9%
Top Employers After
Consultant 6.4%
Analyst 5.7%

Support Analyst Demographics

Gender

Male

60.1%

Female

37.9%

Unknown

2.0%
Ethnicity

White

75.5%

Hispanic or Latino

10.5%

Asian

10.2%

Unknown

2.7%

Black or African American

1.1%
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Languages Spoken

Spanish

44.8%

French

8.6%

Portuguese

6.0%

Hindi

4.8%

Italian

4.1%

Chinese

3.5%

German

3.2%

Arabic

3.2%

Carrier

2.9%

Cantonese

2.5%

Urdu

2.5%

Mandarin

2.5%

Korean

2.2%

Japanese

2.2%

Gujarati

1.3%

Cheyenne

1.3%

Hebrew

1.3%

Vietnamese

1.3%

Russian

1.0%

Polish

1.0%
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Support Analyst Education

Schools

University of Phoenix

22.0%

Strayer University

9.6%

University of Maryland - University College

5.5%

University of Houston

5.3%

American InterContinental University

5.2%

Kaplan University

4.8%

Southern New Hampshire University

4.1%

Liberty University

3.7%

University of Texas at Austin

3.7%

Webster University

3.7%

Pennsylvania State University

3.7%

Western Governors University

3.6%

Northern Virginia Community College

3.4%

Villanova University

3.3%

Georgia State University

3.3%

Temple University

3.1%

DePaul University

3.1%

Northeastern University

3.1%

George Mason University

3.0%

University of Washington

2.9%
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Majors

Business

23.8%

Computer Science

13.2%

Computer Information Systems

10.4%

Information Technology

8.8%

Finance

4.2%

Computer Networking

4.1%

Electrical Engineering

3.7%

Accounting

3.7%

Management Information Systems

3.7%

Information Systems

3.5%

Management

3.4%

Communication

2.5%

Criminal Justice

2.2%

Health Care Administration

2.1%

Marketing

2.1%

Computer Engineering

2.0%

Psychology

2.0%

Project Management

1.6%

Education

1.5%

Computer Systems Security

1.5%
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Degrees

Bachelors

44.3%

Other

20.5%

Masters

16.3%

Associate

12.0%

Certificate

4.5%

Diploma

1.6%

Doctorate

0.6%

License

0.2%
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Job type you want
Full Time
Part Time
Internship
Temporary

Real Support Analyst Salaries

Job Title Company Location Start Date Salary
Sophis Support Analyst Forrest Solutions, Inc. New York, NY Aug 10, 2015 $160,000
Infrastructure Support Analyst D. E. Shaw & Co., L.P. New York, NY Sep 14, 2016 $136,000
Integration Support Analyst NCL (Bahamas) Ltd. Miami, FL Aug 15, 2016 $133,767
Core Engineering Support Analyst Tower Research Capital LLC New York, NY Jul 09, 2016 $130,000
ETL Support Analyst Populus Group LLC Reston, VA Apr 04, 2016 $125,220
Infrastructure Service Support Analyst Jpmorgan Chase & Co. Columbus, OH Aug 20, 2015 $125,000
Muni Developer Support Analyst Barclays Services Corp. New York, NY Jun 01, 2015 $122,000 -
$148,000
Reconcilliations Support Analyst Barclays Services Corp. New York, NY Aug 31, 2015 $121,550
Support Analyst (Computer Systems Analyst) Genentech, Inc. South San Francisco, CA Dec 08, 2016 $121,222 -
$165,400
Support Analyst Iris Software, Inc. New York, NY Jun 29, 2015 $120,000
Hyperion Support Analyst Scholastic Inc. New York, NY Feb 02, 2016 $120,000
Peoplesoft Support Analyst Highstreet It Solutions LLC Madison, WI Sep 29, 2015 $120,000
SAP Support Analyst Leeyo Software, Inc. San Jose, CA Jun 22, 2015 $90,000 -
$110,000
Infrastructure Service Support Analyst Jpmorgan Chase & Co. Columbus, OH Apr 01, 2015 $90,000
Global Practice Support Analyst Latham & Watkins LLP Los Angeles, CA Jan 13, 2015 $90,000
Quantitative Support Analyst Numerix LLC New York, NY Aug 20, 2015 $90,000
Support Analyst Harman Connected Services Technologies Pvt. Ltd Redmond, WA Sep 30, 2016 $90,000 -
$115,000
Support Analyst Tata Consultancy Services Limited Deerfield, IL Nov 12, 2015 $90,000
Infrastructure Serv Support Analyst Jpmorgan Chase & Co. Columbus, OH Apr 20, 2015 $90,000
Support Analyst II Landmark Graphics Corporation Houston, TX Mar 05, 2015 $89,515
Oracle FMW Developer/Support Analyst SIRI Infosolutions Inc. Foster City, CA Aug 01, 2016 $77,000
Support Analyst Aditi Technologies Pvt. Ltd. Bellevue, WA Dec 29, 2016 $76,315
Healthcare Support Analyst Quality Software Services Inc. Columbia, MD May 10, 2016 $75,941
Programmer Analyst/Support Analyst Pegasus Knowledge Solutions, Inc. Schaumburg, IL Aug 17, 2015 $75,338
.NET Developer/Support Analyst Demar Logistics, Inc. Carol Stream, IL Jan 12, 2015 $75,000
Compliance Support Analyst Barclays Services Corp. New York, NY Feb 15, 2015 $75,000 -
$100,000
Support Analyst IBM India Private Limited Atlanta, GA Aug 16, 2015 $74,630

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Top Skills for A Support Analyst

HardwareIssuesRemoteAccessDataEntryProceduresTechnicalSupportTroubleshootDesktopSupportActiveDirectoryCustomerServiceSQLServerPhoneCallsWebSetupFinancialVPNWindowsXPLaptopsEndUserCitrixHelpdesk

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Top Support Analyst Skills

  1. Hardware Issues
  2. Remote Access
  3. Data Entry
You can check out examples of real life uses of top skills on resumes here:
  • Utilized testing and troubleshooting skills to fix problems with machine configurations, and to report hardware issues to the client.
  • Balance connectivity VPN Citrix & remote access matters.
  • Performed data entry and verification for executive employees.
  • Developed standardized procedures and ensured fulfillment off all firm litigation requirements.
  • Provided first level technical support via phone for stores, corporate, and distribution centers Burlington Coat Factory.

Top Support Analyst Employers