OVERVIEW
What Is a Technical Support Analyst?
Technical support analysts are the go-to IT professionals who provide support, advice, guidance, and solutions within organizations and to end users. They play an essential role in IT departments for companies of all sizes, with the key task of providing tech assistance to end users.
Technical support analysts work directly with users to troubleshoot and diagnose tech issues and to provide actionable solutions. They may also work with other IT or engineering staff to provide solutions to more challenging issues. Additionally, technical support analysts install, manage, and maintain hardware and software. This role is vital in ensuring efficient system operations and aiding users in overcoming technological challenges that may arise. If you have excellent communication skills and love solving IT issues, being a technical support analyst could be the career for you.
RESPONSIBILITIES
What Does a Technical Support Analyst Do?
On a day-to-day basis, a technical support analyst carries out a range of essential tasks to ensure the smooth operation of IT systems and user satisfaction.
A technical support analyst’s responsibilities can include:
- Providing technical assistance and support to end users through email, phone calls, in-person interactions, or remote connections.
- Troubleshooting and diagnosing technological issues with hardware or software.
- Collaborating with other members of IT teams to resolve complex technical issues.
- Escalating tickets to higher-level agents or developers and engineers to manage complex concerns.
- Conducting training to help users understand or enhance their use of software and hardware systems.
- Documenting issues and solutions for future reference and analysis.
- Managing user access and permissions.
- Updating software and computer systems to maintain and improve functionality, security, and performance.
These tasks and other responsibilities ensure efficient IT system operations, user satisfaction, and resolution of technical issues.
Where Does a Technical Support Analyst Work?
A technical support specialist can work in a wide variety of settings, depending on their specific roles within an organization. Some technical support analysts work on-site as part of a company’s IT team. Others may work independently to provide desktop and computer support services directly to end users. Some places where technical support analysts work include:
- Corporate offices
- Retail and e-commerce companies
- Telecommunications and utility companies
- Software development companies
- Healthcare organizations
- Manufacturing facilities
- Financial institutions
- Schools and universities
- Video game development
- Government agencies
- Transportation companies
- Consulting firms
- Web hosting centers
EDUCATION & BEST DEGREES
How Do I Become a Technical Support Analyst?
A career as a technical support analyst requires experience with computers and knowledge of software and hardware. Wondering how to become a technical support analyst? Earning a bachelor’s degree and certifications is a good place to begin. Many employers prefer candidates with a bachelor’s degree in information technology, which can help you gain a strong foundation in IT principles such as systems and services, networking and security, programming, and emerging technologies. This degree will also provide valuable training in critical thinking, technical communication, and ethics in technology.
Additionally, a Web Application Deployment and Support (WADS) certificate will enhance your résumé. This certificate is designed to teach in-demand skills such as cloud computing, project management, web applications, software quality, and open-source concepts. This certificate also offers two industry certifications, Linux Essentials and AWS Cloud, which will add extra power to your portfolio of experience and prepare you for the next step in your IT career.
Best Degrees for a Technical Support Analyst
Technology
Information Technology – B.S.
Award-winning coursework and value-add certifications make this online...
Award-winning coursework and value-add certifications make this online program a top choice.
- Time: 61% of graduates finish within 39 months.
- Tuition: $3,725 per 6-month term.
- Courses: 36 total courses in this program.
Certifications included in this program at no additional cost:
- CompTIA A+
- CompTIA Network+
- CompTIA Security+
- CompTIA Project+
- CompTIA IT Operations Specialist
- CompTIA Secure Infrastructure Specialist
- Amazon AWS Cloud Practitioner
- ITIL®*^ Foundation Certification
- LPI Linux Essentials
Skills for your résumé that you will learn in this program:
- Scripting and programming
- Networking and security
- Systems and services
- Data management
- Business of IT
Technology
Front End Web Development Certificate – School of Technology
The Front End Web Development Certificate equips learners with the skills...
The Front End Web Development Certificate equips learners with the skills necessary to create responsive, visually appealing, and functional websites.
- Time: 6 months from start to finish.
- Cost: $3,950 for the certificate.
- Courses: 6 courses total in this program.
This certificate is designed to help aspiring web developers begin their journey, gain valuable experience, and add a critical credential to their résumé. You are also guaranteed admission into a WGU School of Technology degree program. This certificate will prepare you for the next step in your career.
This certificate can help build fundamental skills in front-end development, and also help those with no technical background begin to build vocational identity for a long-term career in IT. Learners will gain critical skills including version control, scripting, web development, JavaScript programming, and UI design.
How Much Does Technical Support Analyst Make?
$66,918
According to Glassdoor.com, the 2023 national average salary for a technical support analyst is $66,918. The pay ranges from $54,000 per year on the low end to $84,000 per year at the high end. The pay of a technical support analyst can vary based on a number of different factors such as the employer, the employer’s location, the analyst’s years of experience, and their education. The highest-paying industries for IT support specialist jobs are manufacturing, telecommunications, pharmaceutical, and financial services.
What is the Job Outlook for a Technical Support Analyst?
5%
Employment for all computer support technicians is expected to grow by 5% from 2022 to 2032, which is faster than the average for all occupations. While the demand for this career may be offset somewhat as organizations further implement AI tools, technical support specialists will continue to be in demand to provide troubleshooting, diagnostics, and technological solutions to user concerns.
SKILLS
What Skills Does a Technical Support Analyst Need?
Technical support analysts spend their days troubleshooting, diagnosing, and resolving user tech issues. To do this successfully and efficiently, tech support analysts need a combination of skills such as:
Technological proficiency: The ability to use and understand various programming languages, software, systems, and hardware.
Critical thinking: The ability to analyze and troubleshoot network, systems, and applications issues.
Problem-solving: Finding solutions to specific technological issues and challenges that may arise.
Customer service: Having the ability to answer customer queries and effectively resolve end user concerns and technical issues.
Communication: The ability to correspond effectively with team members and users to provide IT support.
Organization: Knowing how best to prioritize tasks to ensure that user concerns are appropriately managed and resolved.
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