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Become A Systems Support Analyst

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Working As A Systems Support Analyst

  • Interacting With Computers
  • Getting Information
  • Making Decisions and Solving Problems
  • Updating and Using Relevant Knowledge
  • Communicating with Supervisors, Peers, or Subordinates
  • $58,436

    Average Salary

What Does A Systems 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 Systems 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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Systems Support Analyst jobs

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Systems Support Analyst Career Paths

Systems Support Analyst
Business Analyst Program Manager Business Developer
Business Development Manager
9 Yearsyrs
Network Administrator Information Technology Manager Director Of Information
Chief Information Officer
11 Yearsyrs
Systems Engineer Senior Software Engineer
Chief Technology Officer
11 Yearsyrs
Information Technology Technician Network Administrator Senior System Administrator
Data Center Manager
9 Yearsyrs
Systems Administrator Information Technology Manager
Director Of Information
10 Yearsyrs
Information Technology Manager Director Of Information
Director Of Information Technology Services
12 Yearsyrs
Project Manager Program Manager General Manager
Director Of Sales
10 Yearsyrs
Information Technology Manager Technical Services Manager
Director Of Technology And Services
11 Yearsyrs
Information Technology Analyst Analyst Systems Analyst
Information Systems Manager
6 Yearsyrs
Systems Analyst Systems Administrator Information Technology Manager
Information Technology Director
10 Yearsyrs
Data Analyst Business Analyst Information Technology Manager
Information Technology Infrastructure Manager
11 Yearsyrs
Systems Administrator Network Engineer Network Administrator
Information Technology Manager
8 Yearsyrs
Data Analyst Senior Consultant Information Technology Manager
Infrastructure Manager
10 Yearsyrs
Project Manager Consultant Senior Consultant
Product Manager
7 Yearsyrs
Systems Engineer Systems Administrator Information Technology Manager
Senior Information Technology Manager
10 Yearsyrs
Business Analyst Product Manager
Senior Product Manager
9 Yearsyrs
Systems Analyst Systems Engineer
Senior Software Engineer
6 Yearsyrs
Information Technology Consultant Business Development Manager Solution Specialist
Solutions Manager
8 Yearsyrs
Information Technology Analyst Business Analyst Information Technology Manager
Technical Director
7 Yearsyrs
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
Systems Analyst 3.4 years
LAN Analyst 3.4 years
Pc/Lan Analyst 3.3 years
Computer Analyst 3.3 years
Systems Engineer 3.2 years
Systems Integrator 3.2 years
Network Technician 3.1 years
Systems Support 3.1 years
Help Desk Leader 3.0 years
PC Support Analyst 3.0 years
Technical Analyst 2.8 years
MIS Technician 2.7 years
LAN Technician 2.7 years
PC Analyst 2.7 years
Production Support 2.7 years
Support Lead 2.7 years
Desktop Engineer 2.6 years
Helpdesk Lead 2.5 years
Analyst 2.4 years
Support Specialist 2.3 years
Support Analyst 2.3 years
Deployment Analyst 2.2 years
Help Desk Analyst 2.1 years
Support Associate 2.0 years
Support 2.0 years
NOC Analyst 1.9 years
Help Desk Engineer 1.8 years
Junior Technician 1.6 years
Top Employers Before
Consultant 2.8%
Top Employers After
Consultant 4.5%

Systems Support Analyst Demographics

Gender

Male

68.2%

Female

30.0%

Unknown

1.8%
Ethnicity

White

75.2%

Hispanic or Latino

11.1%

Asian

9.9%

Unknown

2.6%

Black or African American

1.1%
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Languages Spoken

Spanish

50.0%

French

8.7%

Portuguese

6.5%

Chinese

6.5%

Carrier

6.5%

Mandarin

4.3%

Arabic

4.3%

Zulu

2.2%

German

2.2%

Cantonese

2.2%

Russian

2.2%

Cheyenne

2.2%

Tagalog

2.2%
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Systems Support Analyst Education

Schools

University of Phoenix

29.9%

Strayer University

6.1%

Webster University

5.6%

University of Houston

4.8%

Ashford University

4.3%

Villanova University

3.9%

University of North Texas

3.9%

University of Maryland - University College

3.9%

Kaplan University

3.9%

Middle Tennessee State University

3.5%

Kennesaw State University

3.5%

Southern New Hampshire University

3.5%

Drexel University

3.5%

American InterContinental University

3.0%

University of Memphis

3.0%

Western Governors University

3.0%

Colorado Technical University

3.0%

Troy University

2.6%

Arizona State University

2.6%

University of Texas at Austin

2.6%
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Majors

Business

20.8%

Computer Science

14.5%

Computer Information Systems

12.7%

Information Technology

10.5%

Management Information Systems

5.1%

Computer Networking

4.7%

Information Systems

3.8%

Management

3.5%

Electrical Engineering

3.3%

Accounting

3.0%

Project Management

2.3%

Computer Engineering

2.3%

Computer Technical Support

1.9%

Education

1.8%

Psychology

1.8%

Computer Applications

1.8%

Liberal Arts

1.6%

Computer Systems Security

1.6%

Criminal Justice

1.6%

General Studies

1.4%
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Degrees

Bachelors

42.8%

Other

19.5%

Masters

16.1%

Associate

14.6%

Certificate

4.7%

Diploma

1.5%

Doctorate

0.5%

License

0.3%
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Job type you want
Full Time
Part Time
Internship
Temporary

Real Systems Support Analyst Salaries

Job Title Company Location Start Date Salary
Systems Analyst-Support Oracle America, Inc. CA Sep 21, 2016 $135,000 -
$155,742
Trading Systems Support Analyst Tower Research Capital LLC New York, NY Sep 03, 2015 $135,000
Trading Systems Support Analyst Tower Research Capital LLC New York, NY Aug 30, 2016 $130,000
Trading Systems Support Analyst Tower Research Capital LLC New York, NY Nov 20, 2015 $130,000
Systems Analyst-Support Oracle America, Inc. Palo Alto, CA Aug 10, 2015 $127,837 -
$173,048
Trade Systems Support Analyst Tower Research Capital LLC New York, NY Feb 15, 2016 $125,000
Trading Systems Support Analyst Tower Research Capital LLC New York, NY Aug 30, 2016 $125,000
Systems Analyst-Support Oracle America, Inc. CA Oct 21, 2016 $121,222 -
$136,852
Systems Analyst-Support Oracle America, Inc. CA Jul 13, 2016 $121,222 -
$173,048
Systems Analyst-Support Oracle America, Inc. CA Jan 04, 2016 $121,222 -
$173,048
Compliance Systems Support Analyst Barclays Services Corp New York, NY Jul 03, 2016 $120,224
Systems Analyst--Support Oracle America, Inc. CA Feb 02, 2016 $118,061 -
$136,852
Systems Analyst-Support Oracle America, Inc. Frisco, TX Feb 12, 2015 $118,000 -
$123,166
Systems Analyst-Support Oracle America, Inc. CA Jan 27, 2015 $113,610 -
$136,852
Systems Analyst-Support Oracle America, Inc. Raleigh, NC Jun 15, 2015 $98,384 -
$123,167
Systems Analyst-Support Oracle America, Inc. Frisco, TX Sep 22, 2015 $97,523 -
$123,167
Computer Specialist/System Support and Development Analyst Accenture LLP San Francisco, CA May 11, 2015 $97,000
Systems Analyst-Support Oracle America, Inc. Chicago, IL Mar 05, 2016 $96,907 -
$155,743
Systems Analyst-Support Oracle America, Inc. Houston, TX Jul 02, 2015 $96,688 -
$174,201
PLM System Support Senior Analyst Tata Technologies, Inc. Novi, MI Aug 29, 2016 $95,004
Systems Analyst-Applications Support Inovant LLC Highlands Ranch, CO Dec 21, 2016 $95,000 -
$115,000
Systems Support Analyst Panduit Corporation Tinley Park, IL Jan 21, 2016 $95,000
Logistics System Support Analyst Medline Industries, Inc. Mundelein, IL Apr 13, 2015 $78,000
System Support Analyst II ITG Inc. New York, NY Jan 09, 2016 $78,000
PLM System Support Analyst II Tata Technologies, Inc. Gardena, CA Feb 05, 2016 $77,106
PLM System Support Analyst II Tata Technologies, Inc. Gardena, CA Oct 09, 2016 $77,106
PLM Systems/Support Analyst II Tata Technologies, Inc. Irvine, CA Sep 06, 2015 $76,877
Systems Analyst-Support Oracle America, Inc. Sandy, UT Sep 14, 2016 $76,652 -
$109,812
Systems Analyst-Support Oracle America, Inc. Overland Park, KS Sep 12, 2015 $76,620 -
$109,812
Infrastructure Service Support Analyst/Systems Administrator Shivam Infotech, Inc. Jersey City, NJ Apr 21, 2015 $75,046

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Top Skills for A Systems Support Analyst

ComputerHardwareCustomerServiceRemoteDesktopActiveDirectoryDeskSupportPCDatabaseTechnicalSupportTroubleshootSQLServerSetupUnixVPNWebWindowsXPWindowsNTCitrixFinancialSystemSupportUserAccounts

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Top Systems Support Analyst Skills

  1. Computer Hardware
  2. Customer Service
  3. Remote Desktop
You can check out examples of real life uses of top skills on resumes here:
  • Provided third level computer hardware/software support to all corporate computer users.
  • Developed, documented, and implemented standard operating procedures and customer service guidelines relating to remote IT support.
  • Maintained CPU and disk utilization for production and non production servers through SSH and remote desktop.
  • Create, maintain and administer user and group accounts in Active Directory for various county agencies.
  • Provided help desk support to all loan officers nationwide.

Top Systems Support Analyst Employers

Systems Support Analyst Videos

Career Advice on becoming a Finance Systems Support Analyst by Natalie L (Full Version)

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