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User support analyst skills for your resume and career

Updated January 8, 2025

5 min read

Quoted experts

Anthony Baron,

Anthony Baron

Below we've compiled a list of the most critical user support analyst skills. We ranked the top skills for user support analysts based on the percentage of resumes they appeared on. For example, 8.9% of user support analyst resumes contained user experience as a skill. Continue reading to find out what skills a user support analyst needs to be successful in the workplace.

15 user support analyst skills for your resume and career

1. User Experience

Here's how user support analysts use user experience:

Gathered, analyzed, and managed user experience metrics and formulated product features recommendation and priorities.
Provide a complete user experience solution for CBG-Leasing report application.

2. End User Support

Here's how user support analysts use end user support:

Monitored End User Support teams incident reporting performance for quality and consistency.
End User Support Analyst Responsible to more than 500 of end users with a response time of less than 2 min

3. Technical Support

Technical support or tech support are the services provided by any hardware or software company to users. They help in solving the technical difficulties the customers face with their products or services. Moreover, the tech support employees maintain, manage, and repair the IT faults. They are also responsible for resolving the network problems, installing and configuring hardware and software.

Here's how user support analysts use technical support:

Provide technical support to users of information systems, related computer equipment, and courtroom audio/video equipment.
Provide technical support for internal and external personnel, while troubleshooting applications company wide.

4. Troubleshoot

Troubleshooting is the process of analyzing and fixing any kind of problem in a system or a machine. Troubleshooting is the detailed yet quick search in the system for the main source of an issue and solving it.

Here's how user support analysts use troubleshoot:

Support includes using Epic application by assisting doctors and other medical staff to navigate and troubleshoot Electronic Health/Medical Records issues.
Install and troubleshoot specialized broadcast applications for Production.

5. Prototyping

Here's how user support analysts use prototyping:

Conducted user research via usability testing, user profiling, and prototyping.

6. UI

Here's how user support analysts use ui:

Evaluated current and proposed products working closely with IA, visual design, content team, and UI developers.
Designed UI, wrote requirements and rigorously testing new features going into the CRM database.

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7. User Interface

The user interface (UI) is the area or point where a person communicates with or transfers information to an electric computer or application. The user interface enables applications to offer precise product details to their intended customer without causing any misunderstanding. Customers want modern technology to behave in a certain manner for their convenience, so it is advised to create a user interface that is simple to use, precise, and predictable so that customers are fully pleased with its services. It can make a significant difference in converting visitors into customers.

Here's how user support analysts use user interface:

Analyzed functional requirements and usability needs, and designed cohesive, efficient, intuitive, and aesthetically pleasing user interfaces.
Created documentation, including design strategy, best practices, and user interface element specifications.

8. Desk Support

Here's how user support analysts use desk support:

Provide Help Desk support coverage to ensure customer issues and needs are resolved in an efficient and timely manner.
Help Desk support for 2000 desktop & laptop users to include local, remote, home and traveling users.

9. Android

An android is an operating system designed for mobiles. It is a modified version of Linux Kernel and all other types of software that are designed for touchscreens. Like every other OS, android's job is to connect the device and the user. Android offers us numerous choices while buying a phone, it is Google and user-friendly as well.

Here's how user support analysts use android:

Supported Android, Blackberry, and iPhone mobile devices.
Assisted customers in troubleshooting android device software and application usage.

10. Phone Calls

Phone calls are a wireless or wired connection made over a telephone or a mobile phone between two people. Two parties are involved in a phone call, the caller and the receiver. A caller dials the number of the one he wants to call, and the recipient hears a bell or a tune to which he picks up the call. The call establishes a connection between them through which they can communicate. The voice is converted into signals and is transmitted through wired or wireless technology.

Here's how user support analysts use phone calls:

Created daily reports regarding incoming trouble tickets and phone calls.
Handled customer phone calls; analyzed problems; diagnosed probable cause; systematically eliminated alternatives; and provided troubleshooting solutions.

11. Network Connectivity

Here's how user support analysts use network connectivity:

Performed Router and network connectivity using CISCO Switches/Routers.
Handle daily issue regarding end user device network connectivity which required proper knowledge and skill in network topology and configuration.

12. PCS

Here's how user support analysts use pcs:

Supported over 400 users and 500 devices to include: Servers, PCs, Laptops, Tablets, and Cell Phones.
Provided end-user support for PCs, including hardware and software, printers, and remote access.

13. HTML

Here's how user support analysts use html:

Served as liaison between client, designer, and HTML developer.
Designed Master layout using HTML and CSS.

14. OS

In technical terms, OS stands for "Operating System". It is a software that is used to run programs on the computer. An operating system acts as a link between the user and the hardware components. Windows, macOS, iOS, Linux are examples of an operating system.

Here's how user support analysts use os:

Diagnosed and repaired Windows and Mac OS hardware, software and network problems.
Upgraded and replaced operating systems due to OS errors and Y2K upgrades.

15. Video Conferencing

Here's how user support analysts use video conferencing:

Coordinated video conferencing setup with both national and international offices.
Analyze video conferencing systems, including proper systems operations, configuration, and appropriate end-user training.

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What skills help User Support Analysts find jobs?

Tell us what job you are looking for, we’ll show you what skills employers want.

What skills stand out on user support analyst resumes?

Anthony Baron

Teaching Assistant, Associate Software Engineer, American University

For new graduates, the main skills that stand would definitely include which programming languages (Java, JavaScript, Python, etc.) have been used along with a depth of knowledge, which frameworks and libraries (React, Django, Flask, etc.) were used throughout projects and internships, and showing work experience. Most introductory and required courses will teach programming languages but do not always teach frameworks, which is why I would always recommend people to do personal projects and internships throughout college. Many positions at the entry-level are often very general. However, positions that are looking for specifics will look for certain skills and experience. For example, positions looking more towards web development would be more interested in whether a user used frameworks used to build websites. Showing leadership and trustworthiness is also a helpful skill to stand out via work experience and university clubs.

What soft skills should all user support analysts possess?

Anthony Baron

Teaching Assistant, Associate Software Engineer, American University

The main soft skills I would say are needed for Computer Science software engineering are patience, perseverance, creativity, respect, teamwork, and openness to learning and teaching. Programming involves a lot of trial and error, researching, and learning better techniques for solving a problem. Due to this, patience and perseverance to reach the final goal in mind are crucial. When it comes to the learning aspect, there are many languages, frameworks, and libraries, and working with them involves a steeper learning curve than others. On top of this, there are often more elegant ways to program a solution, and many new frameworks and libraries are released throughout the industry. This is where patience and perseverance is also a virtue. Lastly, programming and creating a product are often done in teams, where working together and learning from each other is important.

What hard/technical skills are most important for user support analysts?

Anthony Baron

Teaching Assistant, Associate Software Engineer, American University

The main technical/ hard skills, I would say, are mainly the same as in part 1. Another hard skill that will come through with experience in programming is learning how to Google, more specifically knowing exactly what to search to solve an issue in the code.

What user support analyst skills would you recommend for someone trying to advance their career?

Kate Marek Ph.D.

Director and Professor, Dominican University

If possible, find a paid internship in your area of interest, which will help expand your professional network and build your skillset. Use this time to keep scanning job ads to identify skill sets in demand; look for online mini-courses to make those skill sets.

What type of skills will young user support analysts need?

Joshua Davis Ph.D.

Lecturer, Carleton College

Studying mathematics is good practice for rigorous thinking and problem solving, which are valued across the workforce. For science and engineering applications, it is often also helpful to have R, Python, Matlab, or another popular programming language. But technical abilities get the graduate-only so far. They need interpersonal communication skills so that they can understand the needs of stakeholders and cooperate with colleagues. For this reason, many faculty at my school emphasize writing, speaking, listening, and teamwork skills.

What technical skills for a user support analyst stand out to employers?

Chirag Parikh Ph.D.

Computer Engineering Chair, Grand Valley State University

If you ask me, I consider valuable experience over good paycheck. Once you have gained that experience the paycheck will follow. As soon as you are out of college, the knowledge gained is very fresh and raring to go. If put into the right place can enhance your technical skills and you can do wonders.
As a Computer Engineering professor, I would say the job opportunities are tremendous for students out of college as they can venture into hardware field (technical support, hardware engineer, test engineer and much more) as well as software field (software engineer, software developer, software tester and much more). The possibilities are endless.
With COVID and employees working remotely there is still ample opportunity to enhance your technical and interpersonal skills as I believe remote working might stay for a while till things get back to normal.

Do you want to know more?

List of user support analyst skills to add to your resume

The most important skills for a user support analyst resume and required skills for a user support analyst to have include:

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

Network Printers
Citrix
Windows Server
Software Applications
User Accounts
LAN
Level Support
Software Issues
Computer System
Mac
Technical Issues
Help-Desk Support
VoIP
WAN
Linux
Switches

SCCM
SharePoint
Tcp Ip
SQL
TCP/IP
Workstations
Database
Computer Software
Network Issues
Help Desk
SLA
VPN
Windows XP
Computer Equipment

Updated January 8, 2025

Zippia Team

Editorial Staff

The Zippia Research Team has spent countless hours reviewing resumes, job postings, and government data to determine what goes into getting a job in each phase of life. Professional writers and data scientists comprise the Zippia Research Team.

Updated January 8, 2025

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