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Service Support Analyst Jobs (NOW HIRING)

VIVA USA INC

Service Support Analyst

Raleigh, NC · On-site

Hybrid The client Help Desk requires the services of an Application/Production Support Help Desk Senior Analyst to help spearhead production support analysis and resolution of client application ...

Infojini Inc

Jr. Service Support Analyst

Jamestown, NC · On-site

We offer an excellent compensation package We are looking for Jr. Service Support Analyst in Jamestown, NC for 3+ months contract position. Please refer someone else if you are not available at this ...

OakTree Staffing

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Retirement Plan Service Support Analyst

Tulsa, OK · On-site

Retirement Plan Service Support Analyst Location: Tulsa, Ok Description: The RPS Support Analyst II is responsible for forms review, working directly with participants, clients and relationship ...

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Harris

Support Analyst

Allen, TX · On-site

$60K - $70K/yr

Details At Harris Govern, Support Analysts are responsible for providing support services to our clients utilizing in-house support tools (phone, live chat, help ticket system), as well as customer ...

Digitek Software, Inc.

Support Analyst

Harrisburg, PA · On-site

One of our clients is looking for the position of Support Analyst based on following skills ... These include, analyzing security services and directory services. Develops and/or contributes in ...

Acumen Solutions

Support Analyst

Cleveland, OH · On-site

Acumen Solutions seeks a talented Support Analyst to join our strong technology team responsible ... communication skills - Customer service skills - Work well in teams - Ability to learn new ...

Harris

$50K - $55K/yr

SUPPORT ANALYST Fully Remote | Full-Time | Customer Support | Reports to Manager, Support Services ... You'll report to the Manager, Support Services, and work in a fully remote, fast-paced environment ...

Acumen Solutions

Support Analyst

Cleveland, OH · On-site

Acumen Solutions seeks a talented Support Analyst to join our strong technology team responsible ... communication skills - Customer service skills - Work well in teams - Ability to learn new ...

Acumen Solutions

Support Analyst

Cleveland, OH · On-site

Acumen Solutions seeks a talented Support Analyst to join our strong technology team responsible ... Customer service skills * Work well in teams * Ability to learn new information quickly * Technical ...

Infojini Inc

Support Analyst

Raleigh, NC · On-site

Company Description Infojini Consulting is a full service IT consulting, services, and staffing ... Support Analyst Location:Raleigh, NC- 27601 Duration:05+ months contract Client:Direct client ...

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How much do service support analyst jobs pay per hour?

As of Sep 13, 2026, the average hourly pay for service support analyst in the United States is $31.38, according to ZipRecruiter salary data. Most workers in this role earn between $22.12 and $37.74 per hour, depending on experience, location, and employer.

What does a service support analyst do?

A Service Support Analyst is responsible for providing technical assistance and support to users experiencing IT-related issues. They typically respond to service requests, troubleshoot problems, and ensure that issues are resolved efficiently. Service Support Analysts may also document solutions, escalate complex problems to higher-level support, and help maintain system performance. Their goal is to ensure smooth daily operations and minimize downtime for users.

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

To thrive as a Service Support Analyst, you need strong problem-solving skills, technical troubleshooting abilities, and a background in information technology or a related field. Familiarity with IT service management (ITSM) tools like ServiceNow, ticketing systems, and often ITIL certification are highly valued. Excellent communication, customer service orientation, and the ability to remain calm under pressure are crucial soft skills. These skills and qualities are important to efficiently resolve technical issues, ensure user satisfaction, and maintain smooth IT operations within an organization.

What are some common challenges faced by service support analysts, and how can they effectively manage them?

Service Support Analysts often encounter challenges such as handling multiple high-priority incidents simultaneously, maintaining clear communication with both technical teams and non-technical users, and adapting to rapidly changing IT environments. To manage these effectively, analysts can prioritize tasks using standard ITIL frameworks, document processes for consistency, and leverage collaboration tools to ensure seamless information flow. Building strong relationships within the support and technical teams also helps in resolving issues more efficiently and improving overall service quality.

What is a service support analyst?

A service support analyst is a professional responsible for providing technical assistance and support to users of IT systems and services. They troubleshoot issues, manage service requests, and ensure the smooth operation of technology infrastructure, often using ticketing systems and following established procedures.

What cities are hiring for Service Support Analyst jobs?

Cities with the most Service Support Analyst job openings:

What states have the most Service Support Analyst jobs?

States with the most job openings for Service Support Analyst jobs include:

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Service Support Analyst jobs near you
Infographic showing various Service Support Analyst job openings in the United States as of August 2026, with employment types broken down into 1% As Needed, 73% Full Time, 21% Part Time, and 5% Contract. Highlights an 88% Physical, 2% Hybrid, and 10% Remote job distribution, with an average salary of $65,261 per year, or $31.4 per hour.

Service Support Analyst

Raleigh, NC • On-site

VIVA USA INC
IT Services • 51 - 200 employees
Learn more about VIVA USA INCexternal

Contractor

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

Job description

Hybrid
The client Help Desk requires the services of an Application/Production Support Help Desk Senior Analyst to help spearhead production support analysis and resolution of client application issues.
Overview
Senior Application/Production Support role for the client application.
Provides expert-level guidance to external customers, client leadership, and service providers using the system.
Requires advanced customer service, analytical, and leadership capabilities.
Extensive knowledge of client's Child Welfare program and related operational processes is strongly preferred.
Focuses on high-impact application support, system reliability, and proactive issue prevention rather than hardware.
Requires advanced technical proficiency, deep troubleshooting expertise, and the ability to mentor and guide junior staff.
Operations & Maintenance (O&M) Support Responsibilities
Oversee and support resolution of complex client issues escalated beyond front-line Help Desk capabilities.
Perform advanced diagnostics to determine systemic or multi-layer root causes.
Lead resolution efforts for high-severity or cross-client problems.
Identify, classify, and escalate critical application or infrastructure issues to development and leadership teams.
Provide strategic recommendations for improving operational stability and reducing recurring issues.
Technical & Cross-Team Collaboration
Partner closely with business owners, architecture teams, developers, QA, and cross-agency stakeholders to analyze and resolve complex problems.
Reproduce, isolate, and document high-complexity defects, system behavior anomalies, and performance issues.
Recommend strategic product, workflow, or process improvements based on long-term trend analysis and emerging patterns.
Mentor junior team members and foster cross-team knowledge sharing.
Coordination & Communication
Act as a liaison between Business, Program Management, System Development, A&I Technical Architecture, client leadership, and other partners.
Support the coordination and implementation of system change requests.
Communicate impact assessments, risk evaluations, and proposed solutions to leadership and stakeholders.
Skill - Required / Desired - Amount of Experience
Experience and knowledge of browser-based applications. - Required - 7 Years
Experience researching, analyzing and interpreting automated system problems. - Required - 7 Years
Experience working in an Application Support-based (not hardware) help desk environment. - Required - 6 Years
Working knowledge of social services and Child Welfare program. - Highly desired - 5 Years
Working knowledge of the client application and functionality. - Highly desired - 1 Years
Experience in phone-based Customer Service focused roles, being able to think and respond quickly to customer questions. - Required - 7 Years
Notes:
Hybrid
VIVA is an equal opportunity employer. All qualified applicants have an equal opportunity for placement, and all employees have an equal opportunity to develop on the job. This means that VIVA will not discriminate against any employee or qualified applicant on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status

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