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Senior Technical Support Analyst Jobs in Indiana

T2 Systems

Product Support Analyst

Indianapolis, IN

The Product Support Analyst gathers and analyzes detailed information, performs appropriate troubleshooting, identifies solutions, and determines when escalation to more senior technical resources ...

Saic

Senior Technical Writer

Indianapolis, IN · On-site

$65 - $105/hr

Description The Senior Technical Writer will support Naval Air Systems Command (NAVAIR) editing and ... Experience developing Logistics Support Analysis Records (LSARs) for Acquisition Logistics.

SAIC

Senior Technical Writer

Indianapolis, IN

ORA_ON_SITE Description The Senior Technical Writer will support Naval Air Systems Command (NAVAIR ... Experience developing Logistics Support Analysis Records (LSARs) for Acquisition Logistics.

SAIC

Senior Technical Writer

Indianapolis, IN

Description The Senior Technical Writer will support Naval Air Systems Command (NAVAIR) editing and ... Experience developing Logistics Support Analysis Records (LSARs) for Acquisition Logistics.

SAIC

Senior Technical Writer

Indianapolis, IN · On-site

Description The Senior Technical Writer will support Naval Air Systems Command (NAVAIR) editing and ... Experience developing Logistics Support Analysis Records (LSARs) for Acquisition Logistics.

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Senior Technical Support Analyst information

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How much do senior technical support analyst jobs pay per hour?

As of Aug 31, 2026, the average hourly pay for senior technical support analyst in Indiana is $33.17, according to ZipRecruiter salary data. Most workers in this role earn between $27.69 and $35.67 per hour, depending on experience, location, and employer.

What is a senior technical support analyst?

A Senior Technical Support Analyst is an experienced IT professional who provides advanced troubleshooting and support for software, hardware, and network issues. They typically assist end-users and junior analysts with complex technical problems, ensuring efficient resolution and minimal downtime. Additionally, they may contribute to documentation, process improvement, and training within the support team. Their role also involves collaborating with other IT departments to resolve escalated issues and implement solutions.

What are some common challenges faced by senior technical support analysts, and how can they be effectively managed?

Senior Technical Support Analysts often encounter complex technical issues that require deep troubleshooting and collaboration across teams such as engineering, product, or operations. Managing high-priority incidents, staying up-to-date with evolving technologies, and balancing multiple cases simultaneously can be challenging. Effective time management, strong communication skills, and leveraging internal knowledge bases or escalation procedures are key strategies for overcoming these challenges. Building strong relationships with cross-functional teams and maintaining a customer-focused mindset also contribute to successful problem resolution and professional growth.

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

To thrive as a Senior Technical Support Analyst, you need advanced troubleshooting skills, deep knowledge of operating systems and networks, and several years of experience in IT support, often backed by a relevant degree or certifications like CompTIA or Microsoft. Familiarity with ticketing systems (e.g., ServiceNow), remote desktop tools, and diagnostic software is typically required. Outstanding problem-solving abilities, customer service orientation, and clear communication skills help analysts effectively address complex issues and mentor junior staff. These skills are crucial to efficiently resolve technical problems, maintain high user satisfaction, and ensure seamless IT operations within an organization.

What is the difference between Senior Technical Support Analyst vs Technical Support Specialist?

AspectSenior Technical Support AnalystTechnical Support Specialist
Required CredentialsBachelor's degree, certifications like CompTIA, ITILHigh school diploma or associate's, some certifications beneficial
Work EnvironmentCorporate IT departments, tech companies, customer support centersHelp desks, call centers, technical support teams
Employer & Industry UsageUsed across IT, software, hardware industriesCommon in tech, telecom, and electronics sectors
Search & Comparison IntentUnderstanding senior roles, career progressionEntry to mid-level support roles, skill requirements

The Senior Technical Support Analyst typically has more experience, advanced certifications, and handles complex issues, often mentoring junior staff. The Technical Support Specialist focuses on resolving standard technical problems and providing customer support. Both roles are essential in tech support teams but differ mainly in experience level and scope of responsibilities.

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Cities in Indiana with the most Senior Technical Support Analyst job openings:

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Senior Technical Support Analyst jobs near you
Infographic showing various Senior Technical Support Analyst job openings in Indiana as of August 2026, with employment types broken down into 1% As Needed, 76% Full Time, 19% Part Time, and 4% Contract. Highlights an 86% Physical, 4% Hybrid, and 10% Remote job distribution, with an average salary of $69,002 per year, or $33.2 per hour.

Senior Technical Support Analyst

West Lafayette, IN • On-site

Purdue University
Colleges, Universities, and Professional Schools • 10K+ employees

7.5

Company rating: 7.5 out of 10

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Full-time

This job post has expired today. Applications are no longer accepted.

Job description

Senior Technical Support Analyst
City: West Lafayette
Job Description:
Job Summary
The Senior Technical Support Analyst provides frontline technical support for Athletics Information Technology services. This role is responsible for diagnosing and resolving routine hardware, software, and connectivity issues for Athletics users, documenting incidents and resolutions in approved systems, and ensuring consistent, high-quality customer service. Issues that are complex, recurring, or beyond established procedures are escalated to the Lead Technical Support Analyst. The position operates within defined service frameworks, procedures, and escalation paths.
What You'll Be Doing:
USER SUPPORT AND INCIDENT RESOLUTION:
The Technical Support Analyst provides frontline technical support to Athletics users, serving as the initial point of contact for routine information technology issues. The role is responsible for diagnosing and resolving common hardware, software, and connectivity problems in a timely and professional manner while maintaining a strong customer service focus. When issues are complex, recurring, or exceed established troubleshooting procedures, the position escalates the issue to the Lead Technical Support Analyst in accordance with defined escalation paths to ensure appropriate resolution and continuity of service.
DOCUMENTATION AND PROCESS ADHERENCE:
The position is responsible for accurately documenting incidents, troubleshooting steps, and resolutions within approved ticketing and documentation systems. This documentation supports operational transparency, reporting, and service continuity, and contributes to institutional knowledge and process improvement. The role follows established IT service workflows, standards, and escalation procedures, and adheres to departmental and university policies governing service delivery and documentation.
OPERATIONAL AND EVENT SUPPORT:
The Technical Support Analyst supports day-to-day IT operations by assisting with equipment setup, system troubleshooting, and technology needs as assigned. The role may provide support for presentations, meetings, and Athletics events, and assists during peak operational periods or service interruptions under the direction of IT leadership. These activities support consistent and reliable IT services across Athletics facilities and functions.
OTHER:
In addition to core responsibilities, the position performs other related duties as assigned to support Athletics Information Technology operations. This may include assisting during major outages, participating in training activities, or supporting departmental initiatives as needed. All duties are performed in compliance with Purdue University, Big Ten Conference, and NCAA rules, policies, procedures, and regulations.
About Us:
Purdue Athletics is built on unrivaled pride, unlimited potential, and a sense of shared purpose that unites staff, student-athletes, and the broader community. As part of Purdue's 150-year legacy, Athletics exemplifies a culture of collaboration, continuous growth, and excellence, where every member is encouraged to strive for success while fostering a positive and supportive environment. Joining Purdue Athletics means joining a team committed to building a better world together-where professional aspirations thrive, innovation is celebrated, and a lasting impact is made on campus and beyond. Read more: Purdue Boilermakers Athletics
What We're Looking For:
Education and Experience:
  • Associate's degree with a concentration in information technology, computer science, or computer-related coursework is required
  • Equivalent combination of education and relevant technical experience.
  • One (1) year of experience providing frontline technical support or customer service in an information technology environment, with experience in an IT support center or service desk focusing on problem identification, troubleshooting, and issue resolution preferred
  • Experience supporting macOS and Windows operating systems, as well as mobile devices, in a managed enterprise environment is required
  • Familiarity with IT service management and systems tools such as TeamDynamix, Microsoft Endpoint Configuration Manager (MECM), and Active Directory, or comparable platforms, is preferred
  • Experience working within defined service processes and escalation models in a team-based IT environment is beneficial

Skills needed:
  • Requires strong customer service and troubleshooting skills, with the ability to diagnose and resolve routine technical issues efficiently and professionally
  • Strong written and verbal communication skills are necessary to clearly document incidents and resolutions and to communicate technical information effectively to non-technical users
  • Requires the ability to recognize when issues exceed established procedures and to follow defined escalation paths appropriately
  • The ability to work effectively in a fast-paced support environment, adhere to documented processes and standards, manage competing priorities, and collaborate with other IT staff is essential
  • Must adhere to and comply with Purdue University, Big Ten Conference, and NCAA rules, policies, procedures, and regulations

Who We Are:
Purdue is a community built on collaboration, with global perspectives, Boilermaker pride and endless opportunity to live, learn and grow. Join us and contribute to our culture.
Additional Information:
  • Purdue's benefits summary https://www.purdue.edu/hr/Benefits/
  • Purdue will not sponsor employment authorization for this position
  • A background check will be required for employment in this position
  • This was formerly classified as an operational/technical position; an internal lateral transfer will retain same benefit standing
  • FLSA: Non-Exempt (Eligible For Overtime)
  • Retirement Eligibility: Non-exempt Defined Contribution Plan

Career Stream
Compensation Information:
Administrative and Operational Support 3
Pay Band S050
Job Code#20003371
Link to Purdue University's Compensation Guidelines: https://www.purdue.edu/hr/mngcareer/compguidelines/index.php
EOE
Purdue University is an EOE employer.

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