Technical Support Analyst Job Description Template

Meri Sargsyan

Last updated on November 25, 2024 | 6 min read

Job Description Template

General overview of the role

A Technical Support Analyst provides assistance and troubleshooting for technical issues related to hardware, software, and network systems. This role is essential for resolving customer or internal staff problems, ensuring system functionality, and providing solutions for technical challenges. The analyst must possess excellent problem-solving skills, strong communication abilities, and technical knowledge to address a wide range of issues efficiently and effectively.

Typical duties and responsibilities:

1. Provide technical support to users via phone, email, or in person, diagnosing and resolving issues related to hardware, software, and network systems.
2. Troubleshoot and resolve technical problems, ensuring that issues are solved in a timely manner.
3. Document all support requests and resolutions in the ticketing system for tracking and future reference.
4. Assist users with system configurations, installations, updates, and general technical inquiries.
5. Collaborate with other technical teams to resolve more complex issues that require additional expertise.
6. Monitor system performance and recommend improvements or solutions to prevent issues from occurring.
7. Train users on software and hardware systems, ensuring they have the knowledge to use systems effectively.
8. Maintain and update knowledge base documentation to reflect common issues and resolutions.
9. Test and evaluate new software, hardware, and systems to ensure compatibility and functionality before deployment.
10. Ensure adherence to security protocols and best practices when handling technical issues and sensitive data.
11. Follow up with users to ensure issues are fully resolved and their needs are met.
12. Provide remote troubleshooting and support for distributed teams or users.
13. Support the implementation and deployment of software, systems, and hardware updates.

Required skills and experience

• A Bachelor’s degree in Computer Science, Information Technology, or a related field.
• 2+ years of proven experience in a technical support or IT support role, preferably in a fast-paced environment.
• Strong knowledge of operating systems (Windows, macOS, Linux) and software applications.
• Familiarity with networking protocols, VPNs, firewalls, and hardware troubleshooting.
• Excellent communication skills, both verbal and written, to explain technical concepts to non-technical users.
• Strong problem-solving and analytical skills with attention to detail.
• Ability to manage multiple support requests simultaneously and prioritize effectively.
• Experience with ticketing systems (e.g., ServiceNow, Jira) and remote troubleshooting tools.
• Ability to work independently as well as part of a team.
• A technical background, such as a degree in IT, Computer Science, or related fields, or equivalent work experience.
• Familiarity with cloud services (e.g., AWS, Microsoft Azure) and basic scripting knowledge is a plus.

Nice to have/preferred skills and experience (not required)

• Certifications such as CompTIA A+, ITIL, or Microsoft Certified Professional (MCP).
• Experience with IT support for enterprise-level systems or SaaS applications.
• Knowledge of database management or system monitoring tools.
• Familiarity with mobile device management (MDM) solutions.
• Experience in providing support for virtual desktop infrastructure (VDI) or cloud-based environments.

What we offer

• Extensive health and wellness coverage.
• Work-from-home options and flexible hours.
• Paid time off for vacations, holidays, and sick leave.

Here are a few more benefits that, according to Forbes, are valued by employees:

• Retirement savings plans with employer matching, such as 401(k) plans, are highly valued by employees.
• Early leave on Fridays.
• 4-day work week.
• Private dental insurance.

About us

We recommend including general information about the company, such as its mission, values, and industry focus. For instance, you could say:

“DevsData LLC is an IT recruitment agency that connects top tech talent with leading companies to drive innovation and success. Their diverse team of US specialists brings unique viewpoints and cultural insights, boosting their capacity to meet client demands and build inclusive work cultures. Over the past eight years, DevsData LLC has successfully completed more than 80 projects for startups and corporate clients in the US and Europe.”

Explore sample resumes

Explore the following resume examples to guide your focus and priorities during the candidate review.

• IT Technician Resume Sample
• IT Administrator Resume Sample
• IT Support Engineer Resume Sample
• IT Consultant Resume Sample

Contact DevsData LLC

If you’re looking to hire a qualified Technical Support Analyst, reach out to DevsData LLC at general@devsdata.com or visit www.devsdata.com. The company’s recruitment process is thorough and efficient, utilizing a vast database of over 65000 professionals.

They are renowned for their rigorous 90-minute interviews to assess candidates’ technical skills and problem-solving abilities.

Additionally, DevsData LLC holds a government-approved recruitment license, ensuring compliance with industry standards and regulations.