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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
  • $76,000

    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 Career Paths

Technical Services Analyst
Business Analyst Consultant
Information Technology Manager
7 Yearsyrs
Business Analyst Consultant Information Technology Manager
Information Technology Director
10 Yearsyrs
Business Analyst Manager Information Technology Manager
Senior Information Technology Manager
10 Yearsyrs
Analyst Project Manager Information Technology Director
Vice President Of Information Technology
12 Yearsyrs
Analyst Consultant Project Manager
Service Delivery Manager
10 Yearsyrs
Analyst Manager Information Technology Manager
Information Technology Operations Manager
9 Yearsyrs
Systems Administrator Developer Systems Analyst
Systems Manager
6 Yearsyrs
Systems Administrator Project Manager Information Technology Project Manager
Information Technology Infrastructure Manager
11 Yearsyrs
Systems Administrator Network Engineer Network Administrator
Information Systems Manager
6 Yearsyrs
Technical Analyst Network Engineer Network Administrator
Information Technology Systems Manager
8 Yearsyrs
Technical Analyst Senior Software Engineer Information Technology Project Manager
Information Technology Technical Services Manager
9 Yearsyrs
Technical Analyst Project Leader Senior Business Analyst
Implementation Manager
8 Yearsyrs
Network Administrator Technical Support Engineer
Senior Support Engineer
7 Yearsyrs
Field Service Technician Technical Support Engineer Technical Support Manager
Technical Services Manager
7 Yearsyrs
Field Service Technician Technical Support Engineer
Level Senior Technician
6 Yearsyrs
Field Service Technician Systems Engineer Information Technology Analyst
Information Technology Supervisor, Information Technology
6 Yearsyrs
Desktop Support Analyst Service Desk Analyst Service Desk Supervisor
Service Desk Manager
7 Yearsyrs
Desktop Support Analyst Operations Analyst Senior Computer Operator
Senior Support Specialist
5 Yearsyrs
Desktop Support Analyst Service Desk Analyst
Incident Manager
9 Yearsyrs
Systems Analyst Information Technology Consultant Infrastructure Analyst
Senior Desktop Support Technician
6 Yearsyrs
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Do you work as a Technical Services Analyst?

Help others decide if this is a good career for them

Average Length of Employment
Computer Analyst 3.4 years
Support Analyst 2.4 years
Help Desk Analyst 2.0 years
Top Careers Before Technical Services Analyst
Internship 4.7%
Analyst 3.8%
Top Careers After Technical Services Analyst
Consultant 7.1%
Analyst 5.9%
Manager 4.8%
Cashier 3.1%

Do you work as a Technical Services Analyst?

Average Yearly Salary
$76,000
View Detailed Salary Report
$53,000
Min 10%
$76,000
Median 50%
$76,000
Median 50%
$76,000
Median 50%
$76,000
Median 50%
$76,000
Median 50%
$76,000
Median 50%
$76,000
Median 50%
$109,000
Max 90%
Best Paying Company
Momentive Performance Materials
Highest Paying City
New York, NY
Highest Paying State
New Jersey
Avg Experience Level
2.8 years
How much does a Technical Services Analyst make at top companies?
The national average salary for a Technical Services Analyst in the United States is $77,040 per year or $37 per hour. Those in the bottom 10 percent make under $54,000 a year, and the top 10 percent make over $109,000.

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 Administrator Turner Construction Company Montvale, NJ Nov 08, 2015 $116,813
Technology Services Analyst--Sap Basis Administrat Turner Construction Company Montvale, NJ Nov 08, 2014 $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 Sep 09, 2015 $100,500 -
$110,000
Senior Technical Service Analyst RBC Capital Markets LLC Minneapolis, MN Feb 04, 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
Analyst-Information Technology, Batch Credit Services Transunion New York, NY Jul 03, 2016 $80,995
Sme(Subject Matter Expert)/Service Analyst Simplex Info Systems, Inc. Bloomington, IL Dec 16, 2016 $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
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
IT Service Management Analyst Avery Dennison Corporation Pasadena, CA Jul 03, 2013 $80,000
Analyst Technical Services Prudent Technologies & Consulting, Inc. Fort Worth, TX Sep 03, 2012 $70,000
Transmission Services Analyst Midwest Independent Transmission System Operator Carmel, IN Nov 23, 2009 $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
Analyst _X0013_ Information Technology, Batch Credit Services Transunion Chicago, IL Jan 26, 2016 $67,808
Advisory Services Analyst (Master Data) 1 Worldsync, Inc. Chicago, IL Jan 15, 2016 $67,808

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Top Skills for A Technical Services Analyst

  1. Desktop
  2. Computer Hardware
  3. Technical Support
You can check out examples of real life uses of top skills on resumes here:
  • Provide daily network support for over 4000 business partners from the desktop level to the distribution layer of the network.
  • Supported computing needs of TD scientific groups (requests for computer hardware, software and networking needs, trouble shooting).
  • Provide technical support of financial applications to sites and accounting personnel for a global property management and investment firm.
  • Improved corporate IT relationship with Chicago office and created rapport and personal relationships enhancing customer service and improved communication.
  • Lead data entry analyst responsible for the analyzing and input of white page listing information rejected from the automated process.

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Top 10 Best States for Technical Services Analysts

  1. Virginia
  2. New Jersey
  3. Rhode Island
  4. District of Columbia
  5. Delaware
  6. North Carolina
  7. Colorado
  8. New York
  9. Texas
  10. Maryland
  • (2,174 jobs)
  • (1,151 jobs)
  • (131 jobs)
  • (651 jobs)
  • (153 jobs)
  • (1,292 jobs)
  • (952 jobs)
  • (2,045 jobs)
  • (2,920 jobs)
  • (1,106 jobs)

Technical Services Analyst Demographics

Gender

Male

57.4%

Female

33.5%

Unknown

9.1%
Ethnicity

White

59.9%

Hispanic or Latino

14.3%

Black or African American

11.3%

Asian

10.6%

Unknown

3.9%
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Foreign Languages Spoken

Spanish

40.5%

French

11.4%

Mandarin

8.9%

Portuguese

7.6%

Chinese

7.6%

German

3.8%

Japanese

2.5%

Russian

2.5%

Korean

2.5%

Arabic

2.5%

Gujarati

1.3%

Romanian

1.3%

Cantonese

1.3%

Carrier

1.3%

Hindi

1.3%

Tagalog

1.3%

Ukrainian

1.3%

Italian

1.3%
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Technical Services Analyst Education

Schools

University of Phoenix

24.2%

Strayer University

6.8%

New York University

6.3%

University of Nebraska at Omaha

6.3%

Arizona State University

5.3%

University of North Carolina at Greensboro

4.7%

University of Maryland - University College

3.7%

Ohio State University

3.7%

American InterContinental University

3.7%

University of Washington

3.7%

University of Houston

3.7%

Northeastern University

3.7%

Northwestern University

3.2%

Rochester Institute of Technology

3.2%

Northern Illinois University

3.2%

Drexel University

3.2%

Seton Hall University

3.2%

Northern Virginia Community College

3.2%

Robert Morris University

2.6%

Georgia State University

2.6%
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Majors

Business

27.5%

Computer Science

10.3%

Computer Information Systems

8.9%

Information Technology

8.7%

Finance

6.3%

Management

4.3%

Computer Networking

4.0%

Accounting

4.0%

Communication

2.7%

Psychology

2.7%

Management Information Systems

2.6%

Mathematics

2.6%

Project Management

2.5%

Criminal Justice

2.2%

Information Systems

2.0%

Biology

1.9%

Economics

1.8%

General Studies

1.7%

Marketing

1.7%

Liberal Arts

1.6%
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Degrees

Bachelors

46.5%

Masters

18.5%

Other

17.0%

Associate

11.7%

Certificate

4.3%

Diploma

1.1%

Doctorate

0.8%

License

0.3%
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