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Senior Technical Support Analyst Jobs in Silver Spring, MD

STAHL

Senior Technical Support Manager

Washington, DC

$128K - $177K/yr

Senior Technical Support Manager WHO WE ARE: STAHL Companies provides the Program Management for ... analysis and magnetics. o Fiber optics. Program/Project Experience: o Conceptual and detailed ...

CGI Inc.

Sr. Technical Analyst

Fairfax, VA · On-site

This position supports the NSJ programs Business Unit (BU) within CGI Federal. The Senior Technical Analyst position provides a depth and breadth of knowledge in all areas of IT with the most in ...

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Senior Technical Support Analyst information

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$24

$36

$53

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

As of Aug 12, 2026, the average hourly pay for senior technical support analyst in Silver Spring, MD is $36.04, according to ZipRecruiter salary data. Most workers in this role earn between $30.05 and $38.75 per hour, depending on experience, location, and employer.

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 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.

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 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 are the most commonly searched types of Technical Support Analyst jobs in Silver Spring, MD? The most popular types of Technical Support Analyst jobs in Silver Spring, MD are:
What are popular job titles related to Senior Technical Support Analyst jobs in Silver Spring, MD? For Senior Technical Support Analyst jobs in Silver Spring, MD, the most frequently searched job titles are:
What job categories do people searching Senior Technical Support Analyst jobs in Silver Spring, MD look for? The top searched job categories for Senior Technical Support Analyst jobs in Silver Spring, MD are:
What cities near Silver Spring, MD are hiring for Senior Technical Support Analyst jobs? Cities near Silver Spring, MD with the most Senior Technical Support Analyst job openings:
Senior Technical Support Analyst jobs near you
Infographic showing various Senior Technical Support Analyst job openings in Silver Spring, MD as of August 2026, with employment types broken down into 1% As Needed, 71% Full Time, 23% Part Time, and 5% Contract. Highlights an 91% Physical, 2% Hybrid, and 7% Remote job distribution, with an average salary of $74,964 per year, or $36 per hour.

Sr Technical Support Analyst

Anne Arundel Workforce Development Corporation (AAWDC)

Baltimore, MD

Full-time

Re-posted 4 days ago

Job description

Description
We are seeking a Sr. Technical Support Analyst who will be part of a team of professionals who support the faculty, staff, and external registrants using the CloudCME portal; the faculty, staff, students and trainees using the New Innovations medical education management platform at the School of Medicine; and the School of Medicine staff using applications developed by the Office of Information Technology (OIT). The position provides technical support, training, vendor relations management and expertise.
The applicant must be a motivated, proactive, client-oriented team player. The candidate will be organized and provide an excellent customer service experience. Attention to detail, customer service focus, and positive work ethic a must. Position requires occasional weekend duties and overtime.
The position reports to the OIT Technical Support Supervisor.


Key Responsibilities
  • Provide end-user support and serve as primary contact for software related issues.
  • Serve as in-house expert on the New Innovations platform, CloudCME platform and other applications supported by OIT.
  • Deliver small-group and individual trainings on various aspects of the New Innovations software.
  • Work with the Office of Assessment and Evaluation and Registrar’s Office to ensure consistency and quality of data in the New Innovations platform.
  • Identify common training needs (through surveys, monitoring requests for assistance, etc.)
  • Develop and deliver small-group and individual training as needed.
  • Serve as a primary source of contact for vendor and vendor technical support.
  • Participate in user groups and vendor conferences.
  • Keep up to date with software changes and effectively communicate those changes to user communities.
  • Simulates or recreates technical issues to resolve operational difficulties.
  • Works collaboratively with other IT groups to correctly identify and address problems and restore service.
  • Provide technical assistance through ZOOM, Teams, email and the OIT ticketing system.
  • Create HTML pages, forms, links, upload images for OCME website.
  • Create, edit and publish end-user and internal documentation.
  • Other duties as assigned.


Skills, Knowledge and Expertise
  • Two years college coursework.
  • Two years work related work experience required. 
  • Additional education may substitute for required experience additional related experience may substitute for required education, to the extent permitted by the JHU equivalency formula.
  • Two years work related work experience required. Preference given to candidates with New Innovations, CloudCME experience and pre and post graduate medical education administration.
  • Help desk or customer support on technology.
  • Training.
  • Working with database-oriented SaaS system (strongly preferred)
  • Developing and providing software training to end users.
  • Delivering training in small groups and one-on-one.
  • Experience with software systems that include surveys, assessment or evaluation.
  • Serving as liaison with technology vendors.
  • Supporting or interpreting software in a higher education setting.