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Customer Support Analyst Jobs in Virginia (NOW HIRING)

SAIC

Customer Support Analyst mac OS

Quantico, VA · On-site

SAIC is seeking a Customer Support Analyst with a macOS focus to support DCSA's OneIT program out of Quantico, VA. The role involves providing advanced technical support for macOS systems ...

ECS

User Support Analyst

Fairfax, VA · On-site

$75K - $95K/yr

Everforth ECS is seeking a User Support Analyst to work in our Fairfax, VA office in a hybrid ... a commitment to customer service, communication, collaboration, and teamwork. The selected ...

Range

Support Analyst

Mclean, VA · On-site

They are seeking a skilled Support Analyst to provide exceptional support, troubleshoot technical ... customer-facing AI agent to scale support • Leverage AI tools to uplevel your daily output ...

Range

Support Analyst

Mclean, VA · On-site

About the role We're seeking a skilled Support Analyst with 3-5 years of experience to provide ... Refine our customer-facing AI agent to scale support * Leverage AI tools to uplevel your daily ...

NARFE

Application Support Analyst

Alexandria, VA · On-site

DESCRIPTION The Application Support Analyst will be a specialist with Association Management ... Excellent customer service and interpersonal skills. * Ability to work independently and ...

KACE

Program Support Analyst

Falls Church, VA · On-site

Title: Program Support Analyst Location: Falls Church, VA Security Clearance: MBI Security ... The KACE Way is our commitment to our employees, to our customers, and to our communities. Join ...

KACE

Program Support Analyst

Falls Church, VA · On-site

Title: Program Support Analyst Location: Falls Church, VA Security Clearance: MBI Security ... The KACE Way is our commitment to our employees, to our customers, and to our communities. Join ...

nLeague

Technical Support Analyst

Richmond, VA · On-site

Customer Service & Communication Strong ability to communicate technical information clearly to non-technical users across all staff levels. * Team Collaboration Works effectively in team ...

Media Trust

Operational Support Analyst

Mclean, VA · On-site

You will serve as a bridge between internal systems, customer needs, and product delivery. This is ... Analyze and process advertising tags, creatives, and campaign files for inclusion in TMT's scanning ...

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Customer Support Analyst information

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How much do customer support analyst jobs pay per hour?

As of Sep 1, 2026, the average hourly pay for customer support analyst in Virginia is $27.68, according to ZipRecruiter salary data. Most workers in this role earn between $20.24 and $39.33 per hour, depending on experience, location, and employer.

What is a customer support analyst?

A Customer Support Analyst is a professional who assists customers by resolving their technical or service-related issues, often acting as the first point of contact for support inquiries. They analyze customer problems, provide solutions, and escalate complex issues to higher-level support teams if necessary. Their primary goal is to ensure customer satisfaction by delivering timely and effective assistance, collecting feedback, and often helping to improve support processes. Customer Support Analysts work across various industries, including technology, finance, and retail.

What does a customer support analyst do?

A customer support analyst collects and analyzes customer data and then works to develop resolutions for issues. Job duties include communicating with customers through phone and email, executing research strategies to improve productivity and customer satisfaction, and promptly following up with customer requests. In this job, you use surveys, reports, and other techniques to troubleshoot issues, and you may train new employees. This career requires customer service and communication skills, and many employees prefer experience in sales, marketing, or customer service. Qualifications typically include a bachelor’s degree or a combination of training and education. Some companies may also require in-house training that’s industry-specific.

What are the key skills and qualifications needed to thrive as a customer support analyst, and why are they important?

To thrive as a Customer Support Analyst, you need strong problem-solving abilities, knowledge of customer service principles, and usually a bachelor's degree or equivalent experience. Familiarity with CRM software (like Salesforce or Zendesk), ticketing systems, and basic troubleshooting tools is typically required. Excellent communication, patience, and active listening are standout soft skills for this role. These skills and qualities are crucial for efficiently resolving customer issues, ensuring satisfaction, and maintaining positive company reputation.

How does a customer support analyst typically collaborate with other departments to resolve customer issues?

Customer Support Analysts frequently work with teams such as Product Development, Engineering, and Sales to address complex customer problems. When an issue requires technical expertise or product changes, analysts escalate cases and provide detailed feedback to these departments, ensuring accurate and prompt solutions. This collaboration not only helps resolve individual cases but also contributes to identifying and fixing recurring issues, improving the overall customer experience. Regular communication and interdepartmental meetings are common to keep everyone aligned and informed.
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Customer Support Analyst jobs near you
Infographic showing various Customer Support Analyst job openings in Virginia as of August 2026, with employment types broken down into 1% As Needed, 67% Full Time, 28% Part Time, and 4% Contract. Highlights an 89% Physical, 3% Hybrid, and 8% Remote job distribution, with an average salary of $57,576 per year, or $27.7 per hour.

Customer Support Analyst mac OS

SAIC

Quantico, VA • On-site

Full-time

Re-posted 20 days ago

SAIC rating

7.9

Company rating: 7.9 out of 10

Based on 79 frontline employees who took The Breakroom Quiz

80th of 226 rated it services

Job description

Job Summary:
SAIC is seeking a Customer Support Analyst with a macOS focus to support DCSA's OneIT program out of Quantico, VA. The role involves providing advanced technical support for macOS systems, collaborating with IT teams, and ensuring compliance with cybersecurity protocols.
Responsibilities:
• Act as the primary escalation point from Tier I support for issues involving macOS systems, including macOS desktops, laptops, and related peripherals.
• Diagnose and resolve complex technical issues such as system performance, connectivity, and software compatibility problems, with minimal supervision.
• Provide in-depth support for macOS tools, including device enrollment (e.g., Apple Business Manager), system imaging, and mobile device management (MDM) configurations.
• Deliver exceptional customer service by addressing user inquiries, offering technical guidance, and maintaining a professional demeanor during stressful situations.
• Communicate solutions effectively to end users with varying familiarity with technology, ensuring they fully understand the fix or workaround implemented.
• Own and manage service tickets escalated from Tier I, ensuring that all tickets are resolved or properly escalated within defined SLAs.
• Collaborate with Tier III engineering teams and other IT staff to identify root causes of recurring macOS issues, propose fixes, and implement permanent solutions.
• Install, configure, and maintain macOS operating systems and software updates in compliance with government policies and security guidelines.
• Monitor and analyze macOS system performance and optimize configurations as needed.
• Maintain accurate documentation for troubleshooting steps, incident resolution processes, and standard operating procedures related to macOS support.
• Provide weekly or monthly status reports highlighting trends, recurring issues, and recommendations for improvements.
• Follow and enforce cybersecurity protocols to safeguard classified information and ensure compliance with government policies, including STIGs and other relevant security frameworks.
• Conduct vulnerability assessments and assist with implementing security patches and endpoint protection measures specific to macOS devices.
• Provide mentorship and guidance to Tier I staff to enhance their macOS troubleshooting skills.
• Conduct training sessions or create knowledge articles to improve overall team effectiveness in handling macOS issues.
Qualifications:
Required:
• Associates Degree and Six (6) years or relevant years of experience in lieu of degree.
• Active Top Secret clearance with SCI eligibility is required.
• IAT-II Certification (i.e., Security +CE or equivalent).
• Three (3) to five (5) years of IT support experience with a focus on macOS and Apple devices.
• Strong expertise in troubleshooting macOS operating systems (e.g., Ventura, Monterey, or later versions) and macOS application suite issues.
• Familiarity with mobile device management (MDM) solutions such as Jamf Pro, Workspace ONE, or Intune.
• Hands-on experience with Active Directory integration, network configurations (VPN, Wi-Fi, etc.), and macOS security configurations.
• In-depth knowledge of Apple device deployment processes, including image creation and management.
• Strong written and verbal communication skills, with the ability to document and explain technical information effectively.
• Ability to work in a high-paced, secure environment, adhering to operational security (OPSEC).
Company:
SAIC specializes in IT, enterprise IT, engineering, and professional services. Founded in 1969, the company is headquartered in Reston, USA, with a team of 10001+ employees. The company is currently Late Stage.

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