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How to hire a Support Analyst

Support analyst hiring summary. Here are some key points about hiring support analysts in the United States:

  • In the United States, the median cost per hire a support analyst is $1,633.
  • It takes between 36 and 42 days to fill the average role in the US.
  • Human Resources use 15% of their expenses on recruitment on average.
  • On average, it takes around 12 weeks for a new support analyst to become settled and show total productivity levels at work.

How to hire a support analyst, step by step

To hire a support analyst, consider the skills and experience you are looking for in a candidate, allocate a budget for the position, and post and promote the job opening to reach potential candidates. Follow these steps to hire a support analyst:

Here's a step-by-step support analyst hiring guide:

  • Step 1: Identify your hiring needs
  • Step 2: Create an ideal candidate profile
  • Step 3: Make a budget
  • Step 4: Write a support analyst job description
  • Step 5: Post your job
  • Step 6: Interview candidates
  • Step 7: Send a job offer and onboard your new support analyst
  • Step 8: Go through the hiring process checklist

What does a Support Analyst do?

The role of support analysts is to resolve problems with hardware, computer programs, and peripherals. They may focus on a particular aspect of the information technology (IT) department or give technical support to end-users. They mainly detect issues with IT equipment and software and devise solutions to resolve these issues. Also, they are responsible for answering queries from users, preparing service records, and handling escalations. Support analysts also support the company's IT operations and best practices by creating and distributing relevant IT documents.

Learn more about the specifics of what a support analyst does
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  1. Identify your hiring needs

    Before you post your support analyst job, you should take the time to determine what type of worker your business needs. While certain jobs definitely require a full-time employee, it's sometimes better to find a support analyst for hire on a part-time basis or as a contractor.

    Determine Employee vs Contractor Status
    Is the person you're thinking of hiring a US citizen or green card holder?

    A support analyst's background is also an important factor in determining whether they'll be a good fit for the position. For example, support analysts from different industries or fields will have radically different experiences and will bring different viewpoints to the role. You also need to consider the candidate's previous level of experience to make sure they'll be comfortable with the job's level of seniority.

    Here's a comparison of support analyst salaries for various roles:

    Type Of Support AnalystDescriptionHourly Rate
    Support AnalystComputer 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... Show More$24-54
    Technical Support TrainerA technical support trainer specializes in creating training programs meant to mold workers into becoming valuable members of a company workforce. Their responsibilities revolve around identifying the trainees' needs, providing written and verbal instructions, addressing and resolving inquiries and concerns, conducting skills assessments, managing schedules, monitoring attendance and performance, and providing consultations to trainees... Show More$12-39
    Systems SupportA systems support agent is responsible for resolving system applications and network issues, performing technical configuration, and upgrading systems infrastructure. A systems support representative conducts regular maintenance and diagnostic tests on the computer applications to ensure its optimal performance and efficiency to support business operations and avoid delays in deliverables... Show More$21-42
  2. Create an ideal candidate profile

    Common Skills:
    • Customer Service
    • Troubleshoot
    • Technical Support
    • Application Support
    • Patients
    • Issue Resolution
    • Excellent Interpersonal
    • Data Entry
    • Management System
    • PowerPoint
    • Phone Calls
    • System Issues
    • Strong Analytical
    • SQL Server
    Check All Skills
    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.
    • Create web pages (HTML and PDF) for intranet.
    • Perform hardware installations for LAN connection.
    More Support Analyst duties
  3. Make a budget

    Including a salary range in your support analyst job description is a great way to entice the best and brightest candidates. A support analyst salary can vary based on several factors:
    • Location. For example, support analysts' average salary in arkansas is 49% less than in new jersey.
    • Seniority. Entry-level support analysts earn 56% less than senior-level support analysts.
    • Certifications. A support analyst with a few certifications under their belt will likely demand a higher salary.
    • Company. Working for a prestigious company or an exciting start-up can make a huge difference in a support analyst's salary.

    Average support analyst salary

    $75,989yearly

    $36.53 hourly rate

    Entry-level support analyst salary
    $50,000 yearly salary
    Updated February 15, 2025

    Average support analyst salary by state

    RankStateAvg. SalaryHourly Rate
    1New Jersey$91,790$44
    2New York$91,318$44
    3California$90,274$43
    4Washington$86,132$41
    5Connecticut$84,903$41
    6District of Columbia$84,687$41
    7Maryland$81,433$39
    8Massachusetts$76,732$37
    9Ohio$75,251$36
    10Pennsylvania$74,312$36
    11Virginia$73,678$35
    12Oregon$70,330$34
    13Texas$70,117$34
    14Illinois$67,681$33
    15Delaware$66,853$32
    16Georgia$65,415$31
    17Maine$65,220$31
    18Arizona$63,018$30
    19Minnesota$62,290$30
    20North Carolina$61,781$30

    Average support analyst salary by company

    RankCompanyAverage SalaryHourly RateJob Openings
    1The Citadel$157,283$75.623
    2Point72$118,031$56.75
    3Thomson Financial$117,060$56.28
    4Apollo Global Management$114,118$54.861
    5Microsoft$113,851$54.7424
    6Apple$110,939$53.3459
    7D. E. Shaw group$110,703$53.22
    8First Republic Bank$110,310$53.03
    9Citi$109,523$52.66113
    10Tower Research Capital$108,359$52.10
    11UBS$108,170$52.004
    12Nomura Securities$107,751$51.803
    13HSBC Bank$107,627$51.746
    14Signature Bank$107,475$51.67
    15BNY Mellon$107,111$51.5012
    16Autodesk$106,550$51.2311
    17TechnipFMC$105,980$50.951
    18Geneva Trading$105,198$50.581
    19Bloomberg$104,776$50.378
    20Natwest Group Holdings Corporation$104,271$50.13
  4. Writing a Support Analyst Job Description

    A job description for a support analyst role includes a summary of the job's main responsibilities, required skills, and preferred background experience. Including a salary range can also go a long way in attracting more candidates to apply, and showing the first name of the hiring manager can also make applicants more comfortable. As an example, here's a support analyst job description:

    Support Analyst job description example

    You are the escalation point for challenging support issues that require research or special attention. You understand the design and intended use of BTT software products, identify customer problems and product defects, and document enhancements need to improve recurring user issues. You will define workarounds and handle the technical aspects of the customer relationship to ensure successful implementation and use of BTT software products.
    What you will do:
    Act as an escalation point to triage and troubleshoot complex technical or escalated issues. Work with Product Management, Professional Services, and Development to determine if an issue is a training/user issue, a product defect, a Professional Services opportunity, or an unmet need within the product. Assist customers with issues and provides workarounds and simple training. Identify Professional Services and Training opportunities and set expectations to allow Sales to propose paid engagements, when warranted. Identify defects and coordinate internally and externally with multiple teams to manage issues to resolution or provide a suitable workaround or answer. Document and prioritize product defects and enhancements reported by customers and make recommendations on priority to Product Management. Understand customer requirements and recommend best practices and strategy for implementing within the software. Educate customers on new features and functionality within the products and how to effectively use them to meet their goals. Provide verbal and/or written responses to technical, domain, tax, law, accounting and/or product functionality questions. Proactively conduct customer software health checks with clients to maximize product value and ensure a high level of satisfaction with our products. Partner with Sales, Account Management, and other teams internally to establish strong relationships with customers. Logs and tracks customer issues using a CRM, and maintains historical records and relevant problem solving documentation. Provide product demonstrations to prospects or train end-users on product usage in support of the Professional Services training team, as needed. Participate in special projects and perform other duties as assigned.

    You need to have:
    Bachelor's degree with coursework in tax, business or related subjects, or equivalent experience. 4 years of product-relevant work experience involving contact with clients in a professional environment. Knowledge of formal principles, practices, and techniques in tax accounting. CPA certificate, JD or LLM highly preferred.

    Bloomberg Industry Group IS AN EQUAL OPPORTUNITY EMPLOYER and fully subscribes to the principles of Equal Employment Opportunity. Bloomberg Industry Group has adopted an Affirmative Action Program to ensure that all applicants and employees are considered for hire, promotion, and job status without regard to race, color, religion, sex, national origin, age, disability, gender identity, sexual orientation, marital or familial status, pregnancy, childbirth, or related medical issues, genetic information, disabled veteran, veteran, a veteran of the Vietnam Era, or any other classification protected by law.

    INDG requires all employees to be fully vaccinated for COVID-19 as a condition of employment.

    Prospective and/or new employees will be required to adhere with INDG's vaccination policy. All INDG employees must be fully vaccinated and they must submit proof of vaccination on their first day of employment. Prospective or new employees may seek a medical or religious exemption to the vaccination requirement but must have an approved exemption prior to the start of their employment.
  5. Post your job

    There are a few common ways to find support analysts for your business:

    • Promoting internally or recruiting from your existing workforce.
    • Ask for referrals from friends, family members, and current employees.
    • Attend job fairs at local colleges to meet candidates with the right educational background.
    • Use social media platforms like LinkedIn, Facebook, and Twitter to recruit passive job-seekers.
    Post your job online:
    • Post your support analyst job on Zippia to find and recruit support analyst candidates who meet your exact specifications.
    • Use field-specific websites such as dice, engineering.com, stack overflow, it job pro.
    • Post a job on free websites.
  6. Interview candidates

    Your first interview with support analyst candidates should focus on their interest in the role and background experience. As the hiring process goes on, you can learn more about how they'd fit into the company culture in later rounds of interviews.

    It's also good to ask about candidates' unique skills and talents. You can move on to the technical interview if a candidate is good enough for the next step.

    Sometimes, it's not enough to interview support analyst candidates, so you can ask them to do a test project. If you are not a technical person and don't know what a test project should be, you can use these websites:

    • TestDome
    • CodeSignal
    • Testlify
    • BarRaiser
    • Coderbyte

    The right interview questions can help you assess a candidate's hard skills, behavioral intelligence, and soft skills.

  7. Send a job offer and onboard your new support analyst

    Once you have selected a candidate for the support analyst position, it is time to create an offer letter. In addition to salary, the offer letter should include details about benefits and perks that are available to the employee. Ensuring your offer is competitive is vital, as qualified candidates may be considering other job opportunities. The candidate may wish to negotiate the terms of the offer, and it is important to be open to discussion and reach a mutually beneficial agreement. After the offer has been accepted, it is a good idea to formalize the agreement with a contract.

    It's also good etiquette to follow up with applicants who don't get the job by sending them an email letting them know that the position has been filled.

    To prepare for the new support analyst first day, you should share an onboarding schedule with them that covers their first period on the job. You should also quickly complete any necessary paperwork, such as employee action forms and onboarding documents like I-9, benefits enrollment, and federal and state tax forms. Finally, Human Resources must ensure a new employee file is created for internal record keeping.

  8. Go through the hiring process checklist

    • Determine employee type (full-time, part-time, contractor, etc.)
    • Submit a job requisition form to the HR department
    • Define job responsibilities and requirements
    • Establish budget and timeline
    • Determine hiring decision makers for the role
    • Write job description
    • Post job on job boards, company website, etc.
    • Promote the job internally
    • Process applications through applicant tracking system
    • Review resumes and cover letters
    • Shortlist candidates for screening
    • Hold phone/virtual interview screening with first round of candidates
    • Conduct in-person interviews with top candidates from first round
    • Score candidates based on weighted criteria (e.g., experience, education, background, cultural fit, skill set, etc.)
    • Conduct background checks on top candidates
    • Check references of top candidates
    • Consult with HR and hiring decision makers on job offer specifics
    • Extend offer to top candidate(s)
    • Receive formal job offer acceptance and signed employment contract
    • Inform other candidates that the position has been filled
    • Set and communicate onboarding schedule to new hire(s)
    • Complete new hire paperwork (i9, benefits enrollment, tax forms, etc.)
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How much does it cost to hire a support analyst?

Before you start to hire support analysts, it pays to consider both the one-off costs like recruitment, job promotion, and onboarding, as well as the ongoing costs of an employee's salary and benefits. While most companies that hire support analysts pay close attention to the initial cost of hiring, ongoing costs are much more significant in the long run.

You can expect to pay around $75,989 per year for a support analyst, as this is the median yearly salary nationally. This can vary depending on what state or city you're hiring in. If you're hiring for contract work or on a per-project basis, hourly rates for support analysts in the US typically range between $24 and $54 an hour.

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