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Senior Support Analyst Jobs in Raleigh, NC (NOW HIRING)

Innosoul inc

Support Analyst

Raleigh, NC · On-site

NC-808255 Onsite/Local Service Support Analyst (Sr/15+) with physical security/Site Survey diagrams, Security Genetec platform, video surveillance/IP cameras/card readers, ServiceNow and Visio ...

Skylimit Systems

IT Support Analyst

Raleigh, NC

$26 - $34/hr

Escalate complex issues to senior IT personnel as appropriate. * Participate in an on-call support ... Strong problem-solving and analytical skills. * Excellent written and verbal communication skills.

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Senior Support Analyst information

See Raleigh, NC salary details

$24.8K

$81.3K

$134.6K

How much do senior support analyst jobs pay per year?

As of Aug 5, 2026, the average yearly pay for senior support analyst in Raleigh, NC is $81,256.00, according to ZipRecruiter salary data. Most workers in this role earn between $63,700.00 and $88,500.00 per year, depending on experience, location, and employer.

How does a senior support analyst typically collaborate with other teams to resolve complex technical issues?

A Senior Support Analyst often works closely with cross-functional teams such as engineering, product management, and quality assurance to address and resolve complex technical issues reported by clients. This collaboration may involve escalating unresolved problems, participating in root cause analysis sessions, and sharing insights from customer interactions to improve product functionality. Regular meetings, ticketing systems, and documentation tools are commonly used to streamline communication and ensure issues are tracked and resolved efficiently. By acting as a bridge between support and other departments, Senior Support Analysts help ensure customer satisfaction and continuous product improvement.

What is the difference between Senior Support Analyst vs Support Engineer?

AspectSenior Support AnalystSupport Engineer
Required CredentialsTypically requires a bachelor’s degree in IT, computer science, or related field; certifications like CompTIA or ITIL are commonSimilar credentials; often holds certifications such as CompTIA, Cisco, or Microsoft
Work EnvironmentProvides technical support, troubleshooting, and customer service primarily via phone, email, or chat in corporate or service provider settingsFocuses on resolving technical issues, deploying solutions, and maintaining systems, often in IT departments or technical support teams
Employer & Industry UsageUsed across IT service providers, corporate IT departments, and tech support firmsCommon in IT companies, software firms, and enterprise support teams

Both roles require technical knowledge and customer service skills, but Senior Support Analysts often handle more complex issues and may oversee support teams, while Support Engineers focus more on technical problem resolution and system maintenance.

What is a senior support analyst?

Senior Support Analysts are experienced professionals who provide advanced technical assistance and troubleshooting for software, hardware, or network issues within an organization. They often handle escalated support cases, mentor junior analysts, and work closely with other IT teams to resolve complex problems. Additionally, Senior Support Analysts may contribute to process improvements, documentation, and training to enhance overall support operations.

How much does a senior support analyst make in the US?

A senior support analyst in the US typically earns between $70,000 and $100,000 annually, depending on experience, location, and industry. They often require strong technical skills, customer service abilities, and familiarity with support tools like ticketing systems.

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

To thrive as a Senior Support Analyst, you need strong problem-solving skills, in-depth knowledge of IT systems, and typically a degree in computer science or a related field. Experience with ticketing platforms, remote support tools, and certifications such as ITIL or CompTIA are often required. Excellent communication, patience, and leadership abilities help you manage escalations and mentor junior team members. These skills ensure efficient issue resolution, high customer satisfaction, and the smooth operation of technical support functions.
What cities near Raleigh, NC are hiring for Senior Support Analyst jobs? Cities near Raleigh, NC with the most Senior Support Analyst job openings:
Infographic showing various Senior Support Analyst job openings in Raleigh, NC as of July 2026, with employment types broken down into 87% Full Time, 8% Part Time, 1% Temporary, and 4% Contract. Highlights an 85% Physical, 6% Hybrid, and 9% Remote job distribution, with an average salary of $81,256 per year, or $39.1 per hour.

Service Support Analyst- Senior

Refulgent Technologies Inc.

Raleigh, NC • On-site

Other

Posted 5 days ago

Job description

Job: Service Support Analyst- Senior

Location: Raleigh, NC - Onsite

  • Develop, manage, track, and maintain the preliminary and updated Physical Security Site Survey Diagrams.
  • Collaborate with Vendor to ensure final drafts of the Site Survey diagrams are representative of the equipment and hardware at a DOT Site or Location and stored in the DOT Physical Security document repository including when modifications occur.
  • Manage and track the progression of future scheduled sites along with the Physical Security Manager and the IT-EMS Application Support Team; and provide weekly updates on security assessment requests from customers for the FACS Support Team.
  • Maintain Physical Security standard operating procedures, policies, reports, and other documentation in collaboration with the Physical Security Administrative Assistant, Inventory Specialist, and Physical Security Manager.
  • Submit and monitor progression of incidents and requests for FACS services in collaboration with the FACS IT-Application Support team using ServiceNow.
  • Support inventory activities as needed and/or in the absence of the Physical Inventory Specialist
  • Work with the Vendor Technicians to test and confirm proper operations of FACS devices and equipment for service calls, track and update status of assigned tasks within ServiceNow
  • Confirm with the site point of contact regarding scheduled work to be performed by the Vendor, which includes preventative maintenance, repairing/replacing malfunctioning equipment, additions, modifications, and relocations.
  • Provide guidance, training, and support to new and existing Physical Security colleagues as needed.
  • Collaborate with the IT-Application Support team to maintain the Physical Security internal SharePoint site.
  • Generate and review various audit reports to identify risks, faults, and areas of development within the access control system.
  • Execute the necessary actions to resolve the identified risks, faults, and areas of development within the access control system to ensure the safety and security of NCDOT facilities.
  • Collaborate with the Physical Security Administrative Assistant, the Physical Security Inventory Analyst, the ServiceNow team, and other supporting DIT-Transportation IT teams regarding the development and improvements of Physical Security related program features within ServiceNow.
  • Participate in system upgrades to the access control system with other Physical Security and FACS IT-Application Support team

Required Skills:

  • Ability to proactively identify and manage situations requiring complex communication for internal and/or external audiences
  • Ability to recognize and fully understand the limitations of business information systems in relation to business processes.
  • Ability to exercise creative and critical thinking in evaluating complex situations and developing solutions
  • Ability to forecast level of future agency requirements
  • Ability to identify and address the root cause of the issues
  • Working knowledge of office applications (i.e., MS Excel, MS Word, MS Outlook, Visio, and PowerPoint) and standard office equipment
  • Experience with Adobe Acrobat
  • Working knowledge and experience with the ServiceNow applications
  • Ability to create step-by-step process flow charts
  • Preferred Associate s degree in business or information technology from an appropriately accredited institution with 6 years of experience

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