How to hire a user support analyst

How to hire a user support analyst, step by step

Here's a step-by-step user 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 user support analyst job description
• Step 5: Post your job
• Step 6: Interview candidates
• Step 7: Send a job offer and onboard your new user support analyst
• Step 8: Go through the hiring process checklist

What does a user support analyst do?

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1. Identify your hiring needs

   First, determine the employments status of the user support analyst you need to hire. Certain user support analyst roles might require a full-time employee, whereas others can be done by part-time workers or contractors.

   Determine employee vs contractor status

   Is the person you're thinking of hiring a US citizen or green card holder?

   Yes

   No

   Hiring the perfect user support analyst also involves considering the ideal background you'd like them to have. Depending on what industry or field they have experience in, they'll bring different skills to the job. It's also important to consider what levels of seniority and education the job requires and what kind of salary such a candidate would likely demand.

   The following list breaks down different types of user support analysts and their corresponding salaries.

   Type of User Support Analyst	Description	Hourly rate
   User Support Analyst	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... Show more	$24-60
   Information Technology/Support Technician	An information technology (IT) support technician is a professional who is responsible for providing support and troubleshoots software and hardware problems faced by customers. As for larger organizations that have their own IT department, technicians must work together internally with their IT staff members... Show more	$14-31
   Help Desk Analyst	Help Desk Analysts generally provide technical support by assisting customers with their system issues. These analysts are expected to be highly knowledgeable about application processes and basic troubleshooting... Show more	$12-25

   Show more

2. Create an ideal candidate profile

   Common skills:

   • User Experience
   • End User Support
   • Technical Support
   • Troubleshoot
   • Prototyping
   • UI
   • User Interface
   • Desk Support
   • Android
   • Phone Calls
   • Network Connectivity
   • PCS
   • HTML
   • OS

   Check all skills

   Responsibilities:

   • Manage DHCP entries, assign and reserve IP addresses for different sites and locations.
   • Utilize programs such as ARP, plum, nmstools, rat, and Linux.
   • Install, configure and maintain PCs, printers and peripherals.
   • Monitor deployment of new computers and/or OS for tracking and organization.
   • Upgrade and replace operating systems due to OS errors and Y2K upgrades.
   • Provide remote support to CDC field staff experiencing problems connecting to Citrix and web mail.

   More user support analyst duties

3. Make a budget

   Including a salary range in your user support analyst job description helps attract top candidates to the position. A user support analyst salary can be affected by several factors, such as geography, experience, seniority, certifications, and the prestige of the hiring company.

   For example, the average salary for a user support analyst in Alabama may be lower than in California, and an entry-level user support analyst usually earns less than a senior-level user support analyst. Additionally, a user support analyst with certifications may command a higher salary, and working for a well-known company or start-up may also impact an employee's pay.

   Average user support analyst salary

   $79,842yearly

   $38.39 hourly rate

   ---

   Entry-level user support analyst salary

   $50,000 yearly salary

   Updated December 16, 2025

   Average user support analyst salary by state

   Rank	State	Avg. salary	Hourly rate
   1	California	$110,228	$53
   2	Washington	$96,361	$46
   3	Pennsylvania	$91,237	$44
   4	New Jersey	$87,429	$42
   5	District of Columbia	$85,515	$41
   6	New York	$85,006	$41
   7	Massachusetts	$84,995	$41
   8	Texas	$82,616	$40
   9	Oregon	$77,762	$37
   10	Connecticut	$76,613	$37
   11	Utah	$72,754	$35
   12	Michigan	$71,107	$34
   13	Ohio	$63,365	$30
   14	Illinois	$62,149	$30
   15	North Carolina	$61,566	$30
   16	Wisconsin	$58,990	$28
   17	Minnesota	$56,956	$27
   18	Colorado	$56,347	$27
   19	Florida	$54,752	$26
   20	Georgia	$51,485	$25

   Average user support analyst salary by company

   Company

   Rank	Company	Average salary	Hourly rate	Job openings
   1	Google	$136,129	$65.45	237
   2	BNY Mellon	$119,641	$57.52	18
   3	Twilio	$108,463	$52.15
   4	JPMorgan Chase & Co.	$108,182	$52.01	120
   5	Visa	$104,748	$50.36	11
   6	Booz Allen Hamilton	$102,498	$49.28	30
   7	Virtusa	$100,388	$48.26	2
   8	Tudor Funds	$98,532	$47.37
   9	The ACI Group	$96,368	$46.33
   10	Rockwell Automation	$92,132	$44.29	3
   11	Fidelity Investments	$91,387	$43.94	47
   12	TEKsystems	$90,663	$43.59	223
   13	Cigna	$90,379	$43.45	3
   14	Maxima Consulting	$90,202	$43.37
   15	United	$88,910	$42.75	5
   16	Medtronic	$88,406	$42.50	5
   17	Cognizant	$87,961	$42.29	137
   18	Golden Gate University	$87,356	$42.00
   19	Retail Pro	$85,442	$41.08
   20	CapTech	$85,051	$40.89	2

4. Writing a user support analyst job description

   A job description for a user 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 user support analyst job description:

   User support analyst job description example

   The End-User Support Analyst's role is a highly technical position that provides support to Cox Media Group local and remote users' workstations and peripherals, including the deployment and retirement of computer equipment. This position is responsible for support of computer platforms, operating system software, networks, and/or productivity tools to meet the needs of the business. Excellent communication and customer service skills are a must. This position will require this individual to participate in any operational rotations such as on call and off hour implementations to avoid outages to the end-users. Overtime or after hours support is necessary in this position.
   
   WHAT YOU WILL DO:
   Build/deploy, install, configure, test, maintain, monitor, and troubleshoot end user workstations and network hardware, peripheral devices, printing/scanning devices, presentation equipment, and other products. Perform on-site analysis, diagnosis, and resolution of complex desktop problems for end-users, and recommend and implement corrective solutions, including off-site repair for remote users as needed. Ensure that all support incidents assigned are completed within Service Level Agreement. Deliver both timely and effective repairs to ensure optimal system performance, resulting in superior customer satisfaction. Interface with end-users, other service technicians, technical support personnel, and other technical professionals and have the communication skills to convey the situation in a tactful, professional, diplomatic and logical manner. Communicate effectively with end-users. Must be able to work as a member of a team. Acquire and maintain current knowledge of systems and support policies in order to provide technically accurate solutions to end-users. Accurately document instances of desktop equipment or component failure, repair, installation, and removal. Assess the need for and implement performance upgrades to PC boxes, including the installation of CPUs, I/O and NIC cards, hard drives, RAM, CD-ROMs, and so on. Collaborate with LAN technicians/network administrators to ensure efficient operation of the company's desktop computing environment.
   
   What we look for
   
   WHAT YOU WILL BRING:
   Current (MCTS) certification and (A+) desktop certification is a plus 4 years Hardware/Software Support and deployment. 4 years Computer hardware break-fix 4 years supporting office workstations in a Microsoft Active Directory environment. 4 years Microsoft Office and Microsoft Exchange administration. 4 years Supporting Windows 7, Windows 10 a plus Knowledge of and experience with supporting Apple computers a plus. Analytical and problem-solving abilities, with keen attention to detail. Ability to troubleshoot complex technical problems with PCs and associated peripherals. Effective interpersonal skills and relationship-building skills. Ability to present ideas in user-friendly language. Self-motivated and directed, with the ability to effectively prioritize and execute tasks in a high-pressure environment. Experience with ServiceNow Incident and Problem Management application preferred. Experience working in a team-oriented, collaborative environment. Excellent Customer Service skills. Excellent written and verbal communication skills.
   WHAT WE OFFER YOU: WHY YOU SHOULD WORK AT CMG
   
   CMG is an industry-leading media company with dominant brands, award-winning content, and exceptional people - and you could be one of them! We are a start-up built on a 100-year history of blazing trails in the world of media. Over that time, our skilled journalists and storytellers have covered war and peace, tragedies and celebrations, small moments, and global movements. We are relying on our longstanding experience and entrepreneurial mentality to build a media company that is modern, agile, and uniquely positioned for the future.
   
   CMG provides valuable local and national journalism and entertainment content to the people and communities it serves. The company's businesses include 14 high-quality, market-leading television brands in 9 markets; 54 top-performing radio stations delivering multiple genres of content in 11 markets; a Washington, DC news bureau; and numerous streaming and digital platforms. CMG's TV portfolio includes multiple primary affiliates of ABC, CBS, FOX, NBC, Telemundo and MyNetworkTV, as well as several valuable news and independent stations.
   
   We offer rewarding and challenging careers that encourage growth and development. We take care of our people with industry-leading total rewards offerings that includes medical, dental, vision, disability, life, and accident insurance as well as, a best-in-class wellness program, 401(k) matching and time-off programs.
   
   We promote the safety and well-being of our employees by requiring that all newly hired CMG employees be fully vaccinated against COVID-19 prior to their start date. CMG will provide reasonable accommodations as required by law for individuals unable to be vaccinated due to a medical condition or sincerely held religious belief.
   
   If this description fits and CMG sounds like a company you want to work for, we'd love to have you join us. Apply today!
   
   Cox Media Group is an Equal Opportunity Employer.
   
   #LI-CT1

   Copy this example

   

5. Post your job

   There are various strategies that you can use to find the right user support analyst for your business:

   • Consider promoting from within or recruiting from your existing workforce.
   • Ask for referrals from friends, family members, and current employees.
   • Attend job fairs at local colleges to find candidates who meet your education requirements.
   • Use social media platforms like LinkedIn, Facebook, and Twitter to reach potential job candidates.

   To find user support analyst candidates, you can consider the following options:

   • Post your job opening on Zippia or other job search websites.
   • Use niche websites that focus on engineering and technology jobs, such as dice, engineering.com, stack overflow, it job pro.
   • Post your job on free job posting websites.

6. Interview candidates

   Your first interview with user 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 to see if they match your ideal candidate profile. If you think a candidate is good enough for the next step, you can move on to the technical interview.

   While interviews are great, you will only sometimes learn enough from a conversation with a user support analyst applicant. In those cases, having candidates complete a test project can go a long way in figuring out who's the most likely to succeed in the role. If you aren't a technical person and don't know how to design an appropriate test, you can ask someone else on the team to create it or take a look at these websites to get a few ideas:

   • 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 user support analyst

   Once you've found the user support analyst candidate you'd like to hire, it's time to write an offer letter. This should include an explicit job offer that includes the salary and the details of any other perks. Qualified candidates might be looking at multiple positions, so your offer must be competitive if you like the candidate. Also, be prepared for a negotiation stage, as candidates may way want to tweak the details of your initial offer. Once you've settled on these details, you can draft a contract to formalize your agreement.

   It's equally important to follow up with applicants who don't get the job with an email letting them know that the position has been filled.

   To prepare for the new employee's start date, you can create an onboarding schedule and complete any necessary paperwork, such as employee action forms and onboarding documents like I-9 forms, benefits enrollment, and federal and state tax forms. Human Resources should also ensure that a new employee file is created.

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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