A technical support analyst typically has several responsibilities within their company’s information technology (IT) department. Often, they handle the installation and maintenance of software and equipment to workstations. This may include testing applications, documenting and receiving approval for installations or changes, and troubleshooting and solving IT problems. Technical support analysts may also support end users; in this case, they may work over the phone or online providing technical support and educating customers when they are setting up or experiencing trouble with software or equipment.
Technical support analysts typically work in an office environment during regular business hours, although overtime may be required for time-sensitive projects. work inside office buildings, often those that have a lot of employees. These analysts may also be “on call” to answer users’ questions or resolve issues outside of business hours.
Technical support analysts must have experience in a technical role, outstanding trouble-shooting and problem solving skills, and a comprehensive knowledge of Internet and telecommunications technology. In some cases, employers may require an associate’s degree or higher in computer science, internet technology, business information systems, or a related field.
Technical Support Analyst Tasks
Provide technical assistance to computer system and other technical equipment users.
Perform general maintenance and repair of technical equipment.
Install software and hardware applications.