A technical support analyst is responsible for customer service, troubleshooting, and assisting others with technical solutions. Technical support analysts are individuals looking to solve problems, with the main focus of this job being to help others use a specific device or application. Achieving this goal may include research, technical knowledge, and collaboration. Helping others is a major component of this job and in some cases may involve routine training of others. This employee usually reports to an individual in the information technology (IT) department, such as an IT manager.
In some cases, this job position might involve a lot of work on the phone or computer, communicating with customers who are attempting to use a product. Technical support employees in this case will listen to or read customer issues, research a solution, and give step-by-step instructions to the customer about how to implement it. This might involve being a part of the company's call center or working on more independent projects in which researching a solution is vital.
Another focus of this position may be technical assistance within company walls. This type of technical support analyst will assist other employees within his own company on hardware and software issues. He may also be responsible for troubleshooting and repairing company machines and equipment. Depending upon the size of the organization, he may initiate upgrades to computers and other devices and manage company databases. When a new employee is hired or a device is installed at a remote site, the analyst will be responsible for ensuring the equipment is properly set up and effectively used.
Another essential skill is a general knowledge of technology and an ability to utilize technological devices effectively. While some job training may be available, this individual must be comfortable using technological devices and, in many cases, will need to communicate to others how to use them correctly. This combination of skill, knowledge, and customer service makes up the major components of the technical support analyst job.
As job duties vary for the technical support analyst, so do hiring requirements. Any individual in this job will need industry-specific knowledge or training in order to effectively perform technical support analyses. He may need highly technical knowledge about the organization's equipment, or he may be trained in these areas upon hire. In many cases, he will need some past customer service experience because he will be responsible for passing this information on to others.