What does a systems support analyst do?
A systems support analyst is responsible for supporting the operations of the technology department of an organization, resolving network issues, and maintaining the safety and security of the system database. Systems support analysts must have excellent knowledge of the technology industry, identifying system process improvements, upgrading system infrastructure, and assisting end-users with navigation. They also create resolution reports for reference, including recommendations to prevent future inconsistencies and glitches. A systems support analyst conducts regular maintenance checks on the technology servers and immediately performs troubleshooting as needed for optimization.
Systems support analyst responsibilities
Here are examples of responsibilities from real systems support analyst resumes:
- Manage and support enterprise blackberry and smart phones and tablets.
- Utilize UNIX on a daily basis to manage customers' files (modify, process, removal).
- Set up new user VOIP accounts, manage and transfer current users, and delete old user accounts.
- Manage LAN infrastructure configuring and maintaining all network hardware devices.
- Provide first level support to LAN users within the corporate office and remote locations.
- Move anyone's computer/Cicso IP phone who requests it.
- Carry out performance tuning for Java base applications in IBM WebSphere.
- Serve as point of escalation for representatives with complex billing and provisioning issues.
- Change SuSe Linux file security permissions and reduce file systems' size as necessary.
- Provide PowerPoint slides on the programs future and present requirements to Boeing and customer management.
- Configure and develop a customize monitoring system for LAN switches using TCL and Cisco EEM.
- Research and correct errors as well as discovery of software interface problems for HRIS team to remedy.
- Used SCCM to create and deploy images, send out windows updates and general administration of company computers.
- Support for SCCM in the desktop environment by maintaining client remediation and providing information on host inventory data.
- Administer SMS server, distributing all patches and software to all PCs in on-site environment; responsible for server maintenance.
Systems support analyst skills and personality traits
We calculated that 9% of Systems Support Analysts are proficient in Troubleshoot, Customer Service, and Database. They’re also known for soft skills such as Customer-service skills, Listening skills, and Problem-solving skills.
We break down the percentage of Systems Support Analysts that have these skills listed on their resume here:
- Troubleshoot, 9%
Provided statistical workload and order performance analysis to determine trends and troubleshoot potential problem areas.
- Customer Service, 9%
Created and updated technical and user documentation, and provided customer technical support in logging and resolving Customer Service Request.
- Database, 6%
Administered support for day-to-day operations: tape backups, menu maintenance, database management, adding/deleting users and printer management.
- Technical Support, 5%
Provided on-site network administration as well as technical support to operations and compliance departments as well as management.
- Linux, 4%
Installed, troubleshot and supported packages to included MS Windows and Ubuntu Linux OS for various small business owners.
- System Support, 4%
Managed a team of system support analysts to successfully resolve trouble tickets within documented company service levels.
"troubleshoot," "customer service," and "database" are among the most common skills that systems support analysts use at work. You can find even more systems support analyst responsibilities below, including:
Customer-service skills. One of the key soft skills for a systems support analyst to have is customer-service skills. You can see how this relates to what systems support analysts do because "computer support specialists must be patient and sympathetic." Additionally, a systems support analyst resume shows how systems support analysts use customer-service skills: "provide excellent customer support and maintain effective working relationships with business teams and other organization departments. "
Listening skills. Another soft skill that's essential for fulfilling systems support analyst duties is listening skills. The role rewards competence in this skill because "support workers must be able to understand the problems that their customers are describing and know when to ask questions to clarify the situation." According to a systems support analyst resume, here's how systems support analysts can utilize listening skills in their job responsibilities: "communicated with community personnel on problem resolution and tracked billing issues on a service desk tracking software. "
Problem-solving skills. systems support analysts are also known for problem-solving skills, which are critical to their duties. You can see how this skill relates to systems support analyst responsibilities, because "support workers must identify both simple and complex computer problems, analyze them, and solve them." A systems support analyst resume example shows how problem-solving skills is used in the workplace: "provide technical customer support to resolution. "
Speaking skills. A big part of what systems support analysts do relies on "speaking skills." You can see how essential it is to systems support analyst responsibilities because "support workers must describe the solutions to computer problems in a way that a nontechnical person can understand." Here's an example of how this skill is used from a resume that represents typical systems support analyst tasks: "addressed users' needs through training and problem resolution on the as/400, pc and network. "
Writing skills. A commonly-found skill in systems support analyst job descriptions, "writing skills" is essential to what systems support analysts do. Systems support analyst responsibilities rely on this skill because "strong writing skills are useful for preparing instructions and email responses for employees and customers, as well as for real-time web chat interactions." You can also see how systems support analyst duties rely on writing skills in this resume example: "support of retail systems and processes for retail stores: database support and report writing were most extensive areas of involvement. "
The three companies that hire the most systems support analysts are:
- Oracle78 systems support analysts jobs
- Teledyne Technologies Incorporated6 systems support analysts jobs
- Boeing5 systems support analysts jobs
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Compare different systems support analysts
Systems support analyst vs. Junior systems administrator
A junior systems administrator is primarily responsible for handling and maintaining systems for users while under the supervision of a more experienced systems administrator. Their responsibilities often revolve around assisting senior administrators, troubleshooting support, providing installations and configurations, and handling inquiries and concerns, providing them with corrective measures. Aside from support tasks, one may also have administrative duties such as producing reports and presentations, managing schedules, and maintaining accurate data of all transactions. Furthermore, it is essential to adhere to all the policies and regulations of the company.
While similarities exist, there are also some differences between systems support analysts and junior systems administrator. For instance, systems support analyst responsibilities require skills such as "customer service," "database," "linux," and "system support." Whereas a junior systems administrator is skilled in "switches," "san," "nas," and "desktop support." This is part of what separates the two careers.
Junior systems administrators tend to make the most money working in the finance industry, where they earn an average salary of $65,174. In contrast, systems support analysts make the biggest average salary, $93,049, in the finance industry.The education levels that junior systems administrators earn slightly differ from systems support analysts. In particular, junior systems administrators are 2.7% less likely to graduate with a Master's Degree than a systems support analyst. Additionally, they're 0.1% more likely to earn a Doctoral Degree.Systems support analyst vs. Systems administrator
Systems administrators are employees who oversee information technology infrastructures in the office. They are skilled information technology professionals who are knowledgeable about the company's network systems and other technology-related infrastructures. They are responsible for installing, configuring, or updating network systems, software, and hardware. They also monitor the different systems and troubleshoot any issues that users may encounter. Systems administrators manage the access of users, ensure the security of the network, and address any challenges that users may have. They conduct repairs and routine maintenance to ensure that the systems in place are in the best shape.
Each career also uses different skills, according to real systems support analyst resumes. While systems support analyst responsibilities can utilize skills like "customer service," "system support," "application support," and "powerpoint," systems administrators use skills like "powershell," "san," "azure," and "switches."
Systems administrators may earn a lower salary than systems support analysts, but systems administrators earn the most pay in the technology industry with an average salary of $86,962. On the other hand, systems support analysts receive higher pay in the finance industry, where they earn an average salary of $93,049.In general, systems administrators achieve similar levels of education than systems support analysts. They're 0.8% more likely to obtain a Master's Degree while being 0.1% more likely to earn a Doctoral Degree.What technology do you think will become more important and prevalent for systems support analysts in the next 3-5 years?
Babak Beheshti Ph.D.
Dean, Professor, New York Institute of Technology
-We will be witnessing a more widespread commercial deployment of 5G in 2020. With the implementation of the Standalone 5G devices based on the 3gpp release 16, we should be seeing the more robust mobile broadband deployment of 5G, wider availability of 5G smartphones, and a push towards an all 5G Network in select urban areas around the world.
-Significant growth in AI-based technologies, from face recognition and voice recognition to business intelligence and market predictions. As machines and deep learning algorithms get integrated into many applications, many industries will undergo substantial changes. AI systems will continue to interact with our phones; cars will interpret and analyze their surroundings and intelligently drive themselves. Online vendors will monitor our browsing habits, and Google decides what kind of search results to give us, based on who it thinks we are.
Systems support analyst vs. Support
A support employee is responsible for assisting the business operations and responding to customers' inquiries and concerns regarding its goods and services. Support logs all customers' interaction and escalates potential complaints to the appropriate department. They also help with implementing strategic procedures to improve operations and reach maximum productivity. A support employee must have excellent communication and customer service skills, ensuring clients' satisfaction with the services and maintain good feedback to boost the company's brand, attract more clients, and increase revenues.
Some important key differences between the two careers include a few of the skills necessary to fulfill the responsibilities of each. Some examples from systems support analyst resumes include skills like "troubleshoot," "database," "technical support," and "system support," whereas a support is more likely to list skills in "cash management," "inventory control," "ladders," and "basic math. "
Supports earn the best pay in the professional industry, where they command an average salary of $50,563. Systems support analysts earn the highest pay from the finance industry, with an average salary of $93,049.When it comes to education, supports tend to earn similar degree levels compared to systems support analysts. In fact, they're 2.1% less likely to earn a Master's Degree, and 0.2% less likely to graduate with a Doctoral Degree.Systems support analyst vs. Systems integrator
In the information technology (IT) industry, a systems integrator specializes in designing and developing computing systems using a variety of software, hardware, and other subsystems. To carry out their duties, they must communicate with clients to identify their IT needs and preferences, perform research and analysis to determine the ideal IT practices, troubleshoot issues, liaise with subsystem vendors, and develop strategies to optimize operations. Moreover, a systems integrator typically works with a team of IT specialists and engineers, requiring an active communication line for a smooth and efficient workflow.
Even though a few skill sets overlap between systems support analysts and systems integrators, there are some differences that are important to note. For one, a systems support analyst might have more use for skills like "system support," "software issues," "application support," and "remedy." Meanwhile, some responsibilities of systems integrators require skills like "architecture," "project management," "infrastructure," and "systems integration. "
In general, systems integrators earn the most working in the retail industry, with an average salary of $109,258. The highest-paying industry for a systems support analyst is the finance industry.In general, systems integrators hold similar degree levels compared to systems support analysts. Systems integrators are 3.6% more likely to earn their Master's Degree and 0.4% more likely to graduate with a Doctoral Degree.Types of systems support analyst
Updated January 8, 2025
