What Is a Technical Support Analyst, and How Do I Become One?

A technical support analyst is an information technology (IT) professional who assists users with troubleshooting and resolving technical issues related to computer systems, software applications, and hardware devices. In this role, you will serve as the primary point of contact for individuals and organizations seeking technical assistance, providing support and consultation on various complex issues. Typical responsibilities include diagnosing problems, offering step-by-step solutions, and documenting interactions to ensure efficient problem resolution and user satisfaction.

Take a closer look at the duties and responsibilities you may have as a technical support analyst and how to begin a career in the field. 

What does a technical support analyst do?

A technical support analyst provides technical help and support to individuals and organizations using computer systems, software, hardware, or other technology-related products and services. Their primary goal is to help users troubleshoot the problems they experience and reach a successful resolution. 

As a technical support analyst, you may work for technology companies, IT departments of organizations, or as part of dedicated support teams. You will often act as the first point of contact for users seeking help, so you must possess excellent communication and problem-solving skills to assist users effectively.

Technical support analyst job description

Day-to-day tasks can vary depending on where you work. Some of the typical responsibilities you may encounter as a technical support analyst include:

• Responding to user inquiries and resolving technical issues

• Diagnosing, troubleshooting, and resolving hardware and software problems

• Providing step-by-step instructions to users on problem resolution

• Escalating complex issues as needed to ensure problems reach a resolution quickly

• Documenting all interactions and solutions to maintain records properly and find trends

• Assisting with software installations and various implementation plans

• Collaborating with other IT teams to resolve larger system issues

• Conducting remote or on-site assistance when necessary

• Delivering excellent customer service and ensuring user satisfaction

Is support analyst an IT job?

Yes, a support analyst is an integral part of an organization’s IT team. You’ll work alongside other members of the IT team to troubleshoot tech issues and install and maintain software and hardware. Ultimately, you may help to ensure your organization’s technology runs smoothly and without interruption.

Technical support analyst salary

According to Glassdoor, technical support analysts in the US make an average annual salary of $67,931 [1]. Compensation can range from $53,000 to $87,000, with factors such as experience and the industry you work in potentially impacting your earning potential. It’s also notable that the average salary is slightly above the national average of $62,088 [2].

Career outlook for a technical support analyst

The US Bureau of Labor Statistics (BLS) projects that the technical support analyst industry, falling under the category of computer support specialists, will grow by 6 percent between 2023 and 2033, representing a faster-than-average growth [3]. This represents an average of 62,700 job openings every year between 2023 and 2033 [3]. These figures provide an optimistic view for people who are considering becoming technical support analysts. 

How to be a technical support analyst

As you begin your career as a technical support analyst, it is important to understand the basic qualifications required to become employed in this field. Understanding the four steps below allows you to see what education, certification, experience, and skills you need before applying for your first job.

1. Get a degree.

Typically, a technical support analyst requires a minimum of a bachelor's degree in computer science, information technology, or a related field. A formal education helps lay the foundation for understanding technology principles and may count as your beginner experience to qualify for roles in this field. Some companies may also require relevant experience or a certain number of years on the job to meet their hiring criteria. Some introductory positions may only require a high school diploma as long as you attain the appropriate amount of prior experience.

2. Gain relevant certifications.

While sometimes mandatory, certifications can make you a competitive candidate by showcasing your skills and dedication to your career field. Consider obtaining credentials such as CompTIA A+, the Microsoft IT Support Professional Certificate, and vendor-specific certifications based on the technologies you'll support in your job.

3. Gain experience.

Entry-level positions or internships can provide valuable hands-on experience. Look for opportunities to work in a tech-related field, even if it's not directly as a technical support analyst. Experience with customer service roles can also be beneficial, as support analysts often deal with end-users.

4. Build your skills.

Develop technical skills related to the systems and software you'll be supporting. These skills may include troubleshooting, networking basics, operating systems, and familiarity with popular software applications. Additionally, hone your communication and problem-solving skills, as they are crucial for success in this role.

Technical support analyst career progression

The career progression for a technical support analyst can vary based on individual aspirations and the organization's structure. Although it may vary depending on your path, a typical career progression might look something like the following: 

• Technical support level II: After gaining experience and demonstrating proficiency, you may advance to this level II position. In this position, you'll handle more complex issues to aid customers with problems. However, the junior analyst will remain the primary point of contact while you focus more on specialization within the products.

• Technical support level III: In the level III role, your focus shifts from conducting day-to-day general support to aiding in product development and utilizing your specialized knowledge.

• Technical support manager: Moving into a managerial role, you'll have broader responsibilities, such as managing the entire technical support team, collaborating with product development teams, and implementing support procedures.

• Transition to information systems management or project-related roles: After reaching the manager level in technical support, various options exist for how your career can grow. Your pathway may lead you to focus more on information systems management roles, computer networking as an administrator or engineer, or specializing in a project role. 

Prepare for a career as a technical support analyst on Coursera

If you’re interested in starting a career in IT, check out the Google IT Support Professional Certificate to develop the skills needed to provide outstanding customer support and broaden your IT knowledge. For more in-depth knowledge and skill-building, consider enrolling in the Technical Support (IT) Case Studies and Capstone offered by IBM. This intermediate-level course will help you become familiar with using essential tools, developing a problem-solving mindset, and solving conflicts effectively. Upon completing either program, receive a shareable Professional Certificate to include on your resume, CV, or LinkedIn profile.