Technical Support Analyst Job Description

A Technical Support Analyst (TSA) is an individual or a team responsible for supporting a company's clients in the design, implementation and training of software solutions.

The TSA reviews what a customer has, versus what they really need, in order to recommend the best solution.

Because the software industry is a relatively young and growing industry, many technical solutions are still evolving.

As a result, the TSA must understand and apply the latest solutions and provide ongoing education and support to clients.

The TSA may work either in a team or independently depending on the needs of the customer and company.

The TSA may handle issues via phone, email, online chat, or face-to-face meetings

Updated on:     
September 15, 2022

Job Brief:

We're looking for a Technical Support Analyst who can help us with our computer systems. The ideal candidate will have experience working with different types of software and hardware, and will be able to troubleshoot problems when they arise. If you have the skills and knowledge we're looking for, please submit your resume and we'll be in touch.

Technical Support Analyst Duties:

  • Provide technical support and service to customers via telephone, email, and other technology-based mediums
  • Provide technical support and guidance to IT support staff
  • Expand technical knowledge of company products use and applications
  • Develop, edit, and maintain support documentation
  • Perform system testing, modification, installation, execution, and troubleshooting
  • Apply knowledge of computer operating systems and software
  • Assist in the development of new products and services
  • Support customers in maintaining and protecting the company’s network and assets
  • Maintain a proactive, positive attitude in professional interactions
  • Identify and recommend improvements to company processes
  • Assist in the resolution of problems in a timely manner
  • Provide timely and accurate responses to requests for information
  • Maintain professional relations with customers and colleagues

Technical Support Analyst Responsibilities:

  • Support allH3 employees, application users, and vendors by troubleshooting complex technical issues and resolving end-user problems
  • Conduct remote technical support, provide user training, and coordinate engineers on escalated issues
  • Oversee change management efforts, including configuration updates and maintenance
  • Develop, document, and maintain internal technical processes and procedures
  • Participate in database design and enhancement, and development of new applications
  • Develop, document, and maintain internal tools, processes, and procedures
  • Assist with expansion and migration of technologies
  • Provide best practice recommendations and work to improve current processes and procedures
  • Develop, document, and maintain documentation and support guides
  • Develop, document, and maintain internal tools, processes, and procedures
  • Conduct periodic training sessions on applications, tools and systems to internal teams
  • Provide On-Call support as needed

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Requirements And Skills:

  • Bachelor's degree in Computer Science, Engineering, or related field
  • 2+ years of relevant work experience
  • Strong communication skills
  • Experience working with a variety of hardware, drivers, and operating systems
  • Experience with Cisco and Microsoft products, and Linux
  • Strong analytical and problem solving skills

[Company Name] is proud to be an Equal Opportunity Employer. We believe that diversity and inclusion are key to building a strong, successful team. We encourage applications from people of all races, religions, national origins, genders, and ages, as well as veterans and individuals.

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