IT Support Analyst Job Description

The IT Support Analyst provides frontline support to help users manage problems with computer programs, hardware, and peripherals. In this role, the IT Support Analyst responds quickly to user concerns, examines problems with applications and equipment, and develops and deploys solutions to keep computers running as expected. They also work closely with IT analysts, technicians, and administrators to resolve issues that require special attention or indicate a larger problem within the IT ecosystem.

IT support analysts use technical and creative problem-solving techniques, delivering exceptional customer service throughout the business day. While their duties may change depending on the specific situation, their primary goal is to ensure that employees across the organization can use the software and devices they need.

Duties and Responsibilities of IT Support Analysts

The specific activities of an IT support analyst may change based on the specific organization and skill level, but many of the core activities remain the same:

Respond to incoming requests for help

The primary responsibility of an IT support analyst is to answer user questions and support requests by email, via a help desk interface, or by telephone. They collect information related to the incident or problem, determine the root cause of the problem, develop methods and solutions to solve the user's problem, and balance the flow of incoming support requests and escalations to other IT personnel.

Resolve IT support requests

IT support analysts resolve users' technical issues if possible. They can remotely log into the user's computer and review the settings and the system or simply explain the steps the user can take to fix the problem on their own. For relatively simple problems, the IT support analyst can quickly develop and introduce a solution to the problem without further involvement of the IT department.

Maintain service records

IT support analysts maintain clear and concise logs of user problems with software and hardware, using these notes to diagnose and repair complex problems and provide IT with data highlighting problems reported by multiple users. By keeping detailed records, the IT support analyst can also review a user's software or hardware problem history and offer suggestions to prevent future problems.

Submit complex cases

If a problem or support request is particularly complex, the IT support analyst forwards it to the IT support specialists, providing notes on the problem, solutions that have not been successful, and their understanding of the user's problem. In some cases, the IT support analyst can retrieve the user's computer so that IT specialists can analyze the system and find a solution to the problem.

Maintain IT documentation

IT support analysts support departmental and organizational operations by creating, managing and distributing IT documents. They could prepare a FAQ document for users that details common errors and problems and provides advice on how to fix them, maintain department documents containing procedures and best practices, or develop help sheets used by personnel outside the IT department.

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