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Become A Technical Services Analyst

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Working As A Technical Services Analyst

  • Interacting With Computers
  • Getting Information
  • Making Decisions and Solving Problems
  • Updating and Using Relevant Knowledge
  • Communicating with Supervisors, Peers, or Subordinates
  • $58,920

    Average Salary

What Does A Technical Services 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 Technical Services 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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Technical Services Analyst jobs

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Technical Services Analyst Career Paths

Technical Services Analyst
Information Technology Manager Windows System Administrator Senior System Administrator
Data Center Manager
9 Yearsyrs
Information Technology Analyst Information Technology Project Manager Senior Manager
Director Of Human Resources
10 Yearsyrs
Systems Administrator Information Technology Manager
Director Of Information
10 Yearsyrs
Finance Analyst Senior Manager Director Of Information
Director Of Information Technology Services
12 Yearsyrs
Information Technology Specialist Network Engineer Network Administrator
Information Systems Manager
6 Yearsyrs
Systems Analyst Systems Administrator Information Technology Manager
Information Technology Director
10 Yearsyrs
Information Technology Specialist Information Technology Consultant Information Technology Manager
Information Technology Infrastructure Manager
11 Yearsyrs
Systems Administrator Network Engineer Network Administrator
Information Technology Manager
8 Yearsyrs
Finance Analyst Senior Consultant Information Technology Manager
Infrastructure Manager
10 Yearsyrs
Project Manager Program Manager General Manager
Operations Director
9 Yearsyrs
Systems Engineer Project Engineer Engineering Manager
Operations Manager
7 Yearsyrs
Analyst Finance Analyst Business Analyst
Product Manager
7 Yearsyrs
Analyst Business Analyst Project Manager
Program Manager
8 Yearsyrs
Information Technology Analyst Business Analyst Marketing Manager
Senior Account Manager
7 Yearsyrs
Systems Engineer Systems Administrator Information Technology Manager
Senior Information Technology Manager
10 Yearsyrs
Business Analyst Senior Consultant
Senior Manager
10 Yearsyrs
Project Manager Senior Project Manager
Senior Product Manager
9 Yearsyrs
Business Analyst Project Manager
Senior Project Manager
12 Yearsyrs
Information Technology Manager Business Development Manager Solution Specialist
Solutions Manager
8 Yearsyrs
Systems Analyst Information Technology Manager Director Of Information
Vice President Of Information Technology
12 Yearsyrs
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Average Length of Employment
Technical Manager 4.0 years
Systems Analyst 3.4 years
LAN Analyst 3.4 years
Computer Analyst 3.3 years
Help Desk Manager 3.3 years
Pc/Lan Analyst 3.3 years
Systems Support 3.1 years
PC Support Analyst 3.0 years
Technical Expert 2.8 years
Technical Analyst 2.8 years
PC Analyst 2.7 years
MIS Technician 2.7 years
Desktop Engineer 2.6 years
Technical Advisor 2.4 years
Analyst 2.4 years
Solutions Analyst 2.4 years
Support Analyst 2.3 years
Deployment Analyst 2.2 years
Help Desk Analyst 2.1 years
Top Employers Before
Analyst 3.8%
Top Employers After
Consultant 6.4%
Analyst 5.2%
Manager 3.2%

Technical Services Analyst Demographics

Gender

Male

62.0%

Female

35.5%

Unknown

2.5%
Ethnicity

White

77.9%

Hispanic or Latino

10.0%

Asian

9.5%

Unknown

1.9%

Black or African American

0.7%
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Languages Spoken

Spanish

42.6%

French

9.3%

Portuguese

5.6%

German

5.6%

Mandarin

5.6%

Chinese

3.7%

Japanese

3.7%

Russian

3.7%

Korean

3.7%

Arabic

3.7%

Gujarati

1.9%

Cantonese

1.9%

Carrier

1.9%

Hindi

1.9%

Tagalog

1.9%

Ukrainian

1.9%

Italian

1.9%
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Technical Services Analyst Education

Schools

University of Phoenix

20.2%

University of Nebraska at Omaha

8.3%

Strayer University

6.4%

New York University

5.5%

Arizona State University

5.5%

American InterContinental University

4.6%

University of Nebraska - Lincoln

4.6%

University of North Carolina at Greensboro

3.7%

George Washington University

3.7%

Northwestern University

3.7%

Auburn University

3.7%

University of Maryland - University College

3.7%

Houston Community College

3.7%

Western Governors University

3.7%

Iowa State University

3.7%

University of Wisconsin - Madison

3.7%

Northeastern University

3.7%

University of Alabama

2.8%

Ohio University -

2.8%

University of Wisconsin Extension

2.8%
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Majors

Business

27.8%

Computer Science

10.3%

Computer Information Systems

9.8%

Information Technology

9.2%

Computer Networking

4.6%

Finance

4.1%

Management

3.3%

Criminal Justice

3.1%

Project Management

2.9%

Accounting

2.9%

Communication

2.8%

Management Information Systems

2.6%

Psychology

2.6%

Biology

2.4%

Chemical Engineering

2.2%

Economics

2.0%

Information Systems

2.0%

Computer Programming

1.8%

Electrical Engineering

1.8%

Liberal Arts

1.7%
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Degrees

Bachelors

47.7%

Masters

16.9%

Other

16.6%

Associate

12.0%

Certificate

4.8%

Diploma

1.2%

Doctorate

0.7%

License

0.1%
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Part Time
Internship
Temporary

Real Technical Services Analyst Salaries

Job Title Company Location Start Date Salary
IT Service Management Analyst Adobe Systems Incorporated San Jose, CA Jan 31, 2015 $143,293
IT Service Management Analyst Adobe Systems Incorporated San Jose, CA Jan 02, 2014 $138,693
Technology Services Analyst--Sap Basis Administrat Turner Construction Company Montvale, NJ Nov 08, 2014 $116,813
Technology Services Analyst--Sap Basis Administrator Turner Construction Company Montvale, NJ Nov 08, 2015 $116,813
Analyst, Prime Services Technology Barclays Capital Services Inc. Jersey City, NJ Mar 04, 2010 $115,000
Senior IT Service Management Analyst AIG Technologies, Inc. Houston, TX Apr 18, 2016 $115,000
IT Service Analyst SR Baker Hughes Incorporated Houston, TX Jul 08, 2013 $110,000
Technical Services Analyst, Principal Software AG USA Inc. Reston, VA Oct 14, 2014 $106,521
Senior Technical Service Analyst RBC Capital Markets LLC Minneapolis, MN Feb 04, 2015 $100,500 -
$110,000
Senior Technical Service Analyst RBC Capital Markets LLC Minneapolis, MN Sep 09, 2015 $100,500 -
$110,000
Analyst, Technology Program Services Barclays Services Corp. New York, NY Feb 28, 2013 $100,000
ITS Security & Compliance Analyst PJM Interconnection, LLC Norristown, PA Dec 13, 2013 $99,508
ITS Security and Compliance Analyst PJM Interconnection, LLC Norristown, PA Dec 13, 2010 $93,000
Technology Analyst-IT Services Infosys Limited Lyndhurst, NJ Mar 21, 2013 $92,206
IT Service Management Analyst Tekdynamics Inc. Irving, TX Sep 17, 2016 $81,515
Analyst-Information Technology, Batch Credit Services Transunion New York, NY Jul 03, 2016 $80,995
Services Analyst Mozilla Corporation Mountain View, CA Nov 01, 2011 $80,000 -
$120,000
IT Service Management Analyst Avery Dennison Corporation Pasadena, CA Jul 17, 2013 $80,000
Technical Services Analyst MCG Health, LLC Seattle, WA Oct 01, 2015 $80,000 -
$93,000
Technical Application Services Analyst Forest Laboratories, Inc. Jersey City, NJ Oct 01, 2012 $80,000
IT Service Management Analyst Avery Dennison Corporation Pasadena, CA Jul 03, 2013 $80,000
Technology Services Associate Analyst Sun Life Financial (U.S.) Services Company, Inc. Wellesley, MA Jun 27, 2015 $72,000 -
$85,000
Services Analyst Deloitte Consulting LLP Newton, MA Sep 15, 2015 $72,000 -
$86,000
Transmission Services Analyst Midwest Independent Transmission System Operator Carmel, IN Nov 23, 2009 $70,000
Analyst Technical Services Prudent Technologies &Amp; Consulting, Inc. Fort Worth, TX Sep 03, 2012 $70,000
ITS Systems Analyst Meijer Great Lakes Limited Partnership Grand Rapids, MI Aug 11, 2014 $69,000
Programmer/Its Analyst Libsys Inc. Chicago, IL Jan 17, 2011 $68,000
Programmer/ITS Analyst Libsys Inc. Chicago, IL Oct 12, 2009 $68,000

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Top Skills for A Technical Services Analyst

ComputerHardwareProceduresRemoteDesktopPCActiveDirectoryTechnicalSupportCustomerServiceDataEntryTroubleshootFinancialLaptopsSetupWebDeliverySQLWindowsXPPolicyCitrixVPNProjectManagement

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Top Technical Services Analyst Skills

  1. Computer Hardware
  2. Procedures
  3. Remote Desktop
You can check out examples of real life uses of top skills on resumes here:
  • Evaluate current and future computer hardware and software needs at regional office and clinic practices for infrastructure build out.
  • Developed and implemented procedures for record retention and daily balancing of cash application.
  • Provided 2nd level technical support by phone and by remote desktop sharing.
  • Aided Network Technicians by assessing, analyzing, and isolating PC network and workstation problems.
  • Facilitate System Administration using Active Directory to add/move users and update memberships.

Top Technical Services Analyst Employers