Explore the critical requirements, core duties, primary responsibilities, and key skills that should be included in a comprehensive Technical Support Analyst job description.
What does a Technical Support Analyst do?
A technical support analyst, also known as an IT support analyst or a desktop support analyst, is responsible for helping customers and end-users with technical issues. This can include problems with software, hardware, and network connections.
Job Description
We are looking for a well-organized technical support analyst to provide IT support to our customers. Your main job will be to respond to support tickets and help customers with any technical problems they may have. This may involve traveling to the customer's location to fix hardware issues or using remote access to solve software problems.
To be successful in this role, you should have a good understanding of hardware and software systems, strong communication skills, and the ability to solve complex technical issues. Ultimately, a great technical support analyst can quickly identify and solve problems both on-site and through remote access.
Job Duties and Responsibilities
- Responding to technical support tickets
- Talking to customers to understand their technical issues
- Using remote access to connect to customer computer systems
- Traveling to customer offices or server locations for hardware and network problems
- Identifying the cause of hardware, software, or network issues
- Providing customers with solutions for their problems
- Installing new hardware, software, or networking equipment
- Fixing software and hardware issues
- Providing basic technical training
- Keeping track of support requests and resolutions
Requirements and Qualifications
- Bachelor's degree in information technology or computer science
- 3 years of experience as an IT or desktop support technician
- Familiarity with networking systems and protocols
- Knowledge of remote desktop support tools like TeamViewer
- In-depth understanding of computer hardware, routers, and peripherals
- Familiarity with operating systems, office software, enterprise software, and server systems
- Excellent problem-solving skills
- Strong communication and interpersonal skills
- Willingness to travel when necessary
Technical Support Analyst Salary
The earning potential of a Technical Support Analyst can vary significantly based on factors such as geographic location, industry, professional experience, educational background, and the specific employer. On average, the annual salary for an Technical Support Analyst in the United States is approximately $69839.