Customer service, troubleshooting, and assisting others with technical solutions are all responsibilities of a technical support analyst. Technical support analysts are problem solvers whose primary responsibility is to assist others in using a specific device or application. Research, technical knowledge, and collaboration may all be used to achieve this goal. Helping others is an important part of this job, and in some cases, routine training of others may be required. This employee is usually subordinate to someone in the information technology department, such as an IT manager.
This job position may require a significant amount of time spent on the phone or at a computer, communicating with customers who are attempting to use a product. In this case, technical support employees will listen to or read customer complaints, research a solution, and give the customer step-by-step instructions on how to implement it. This could entail working in the company’s call center or on more independent projects where finding a solution is critical.
Technical assistance within the company may also be a focus of this position. This type of technical support analyst will provide hardware and software support to other employees within his own company. He might be in charge of troubleshooting and repairing company machines and equipment as well. He may initiate upgrades to computers and other devices, as well as manage company databases, depending on the size of the organization. When a new employee is hired or a device is installed at a remote location, the analyst is in charge of making sure the equipment is properly configured and used.
Another necessary skill is a general understanding of technology and the ability to effectively use technological devices. While some job training may be available, this person must be comfortable using technological devices and, in many cases, will need to communicate how to use them properly to others. The major components of the technical support analyst job are a combination of skill, knowledge, and customer service.
The technical support analyst’s job responsibilities vary, as do the hiring requirements. To perform technical support analyses effectively, anyone in this position will need industry-specific knowledge or training. He may require in-depth technical knowledge of the company’s equipment, or he may be trained in these areas upon hire. Because he will be responsible for passing this information on to others, he will need previous customer service experience in many cases.