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Service Support Analyst Jobs (NOW HIRING)

PBS Systems

Service Support Analyst

Arlington, TX · On-site

Travel across Canada and USA up to one week per month Service Support Analyst - Tier 1 Reports To: Team Lead, Service Support "PBS is the fastest growing "All Inclusive Business Platform" vendor in ...

Envera Systems

Service Support Analyst

Bradenton, FL · On-site

$19 - $21/hr

The Service Support Analyst is a technically skilled frontline support role responsible for diagnosing and resolving service issues across our product ecosystem, including gate systems, IP cameras ...

Envera Systems

Service Support Analyst

Bradenton, FL · On-site

$19 - $21/hr

The Service Support Analyst is a technically skilled frontline support role responsible for diagnosing and resolving service issues across our product ecosystem, including gate systems, IP cameras ...

VIVA USA INC

Service Support Analyst

Charlotte, NC · On-site

Provide first and second line application support, resolving technical queries, and communicating ... handle service requests and incidents Progress issues and provide relevant information for ...

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How much do service support analyst jobs pay per hour?

As of Aug 8, 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 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 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 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:
Service Support Analyst jobs near you
Infographic showing various Service Support Analyst job openings in the United States as of July 2026, with employment types broken down into 1% As Needed, 75% Full Time, 19% Part Time, 1% Temporary, and 4% Contract. Highlights an 91% Physical, 2% Hybrid, and 7% Remote job distribution, with an average salary of $65,261 per year, or $31.4 per hour.

Service Support Analyst

PBS Systems

Arlington, TX • On-site

Full-time

Medical, Dental, PTO

Re-posted 28 days ago

Job description

Company Name:
PBS Systems
Job Location:
Arlington, TX
Job Type:
Full-time, Permanent
No. of Openings:
01
Job Requirement(s):
Internal Job Title:
Travel across Canada and USA up to one week per month
Service Support Analyst - Tier 1
Reports To:
Team Lead, Service Support
"PBS is the fastest growing "All Inclusive Business Platform" vendor in North America and we've only just begun! "
The Opportunity:
At PBS, we're transforming how people buy and service vehicles-one dealership at a time. With almost 40 years in the industry, we're the third-largest Dealership Management System (DMS) provider in North America. Each month, hundreds of new users join our platform, and we're growing fast.
We treat our customers as partners and friends, offering a powerful, all-in-one software suite that supports every aspect of dealership operations-from sales and service to inventory and accounting.
At PBS, we are committed to supporting your professional growth. Your career path here can evolve in alignment with your skills, interests, and aspirations.
The Role:
PBS Systems is looking for a ServiceSupport Analyst to join our Client Services team, as a ServiceSupport Analyst, you will provide excellent support to our new and existing customers in the Service module of our software. By assisting customers during development, install and training processes of their new dealership software. You will be assisting the customer with new software install training as well as online/on the phone assistance.
Responsibilities:
  • Handling incoming external and internal issues, concerns, and requests through all our support channels (Phone, Email, Live Chat, etc.) within our department, and ensuring they are addressed in a professional and timely manner
  • Logging and documenting all customer interactions within our ticketing system and escalating matters as required
  • Collaborating with other groups/departments to streamline service delivery
  • Identify opportunities to drive process improvements that positively impact the client's experience
  • Develop knowledge and understanding of our software and support infrastructure
  • Achieving and exceeding KPI targets and other Metrics defined by the department
  • Keeping abreast of software enhancements and new releases, by attending apogees and reviewing release notes
  • Assisting and training current as well as new staff members
  • Maintaining and contributing knowledgebase articles including informational articles, how-to's, troubleshooting guides and FAQs
  • Escalating incidents to the appropriate development team
  • Ticket/ Queue Management - Reviewing and actioning outstanding tickets as required
  • Commit to ongoing professional development and cross-training as recommended by your Team Lead
  • Maintaining a high level of punctuality as well as a consistent, reliable attendance standard
  • Achieve additional program certification(s) within 6 months
  • Available to travel at least 1 week per month throughout the US and Canada

Qualifications:
  • High school diploma
  • Must have Valid Driver's license
  • Previous customer service, helpdesk or dealership experience will be considered an asset
  • Excellent computer skills with proficiency in Microsoft products including but not limited to Windows 10/11, Outlook, Excel, Word, Teams, etc.
  • Previous customer service, helpdesk or dealership experience will be considered an asset
  • Previous customer service, helpdesk or dealership experience will be considered an asset
  • Excellent communication and listening skills with the ability to communicate clearly and professionally, both verbally and in writing
  • Strong decision making and analytical abilities
  • Strong detail orientation
  • Effective time management and organization skills
  • Ability to work independently and within a team environment

What we offer:
  • Professional Development - Continuous training, industry certifications, and clear pathways for career advancement
  • Travel Opportunities - Travel to locations across Canada, the U.S., and the Caribbean
  • Comprehensive health benefits - Medical and dental coverage to support your well-being
  • Paid Time Off - PTO to help you recharge and maintain work-life balance
  • Inclusive culture - A collaborative, supportive team environment where your ideas and voice truly matter
  • Employee recognition - Regular appreciation programs and performance-based incentives
  • Competitive compensation package
    • Competitive annual base salary ($45,000k/yr. - $53,700k/yr. USD)
    • Up to $4,800 per year in product certification bonuses
    • Outstanding travel incentive bonuses
    • Additional performance incentives
    • Attractive employee referral bonuses
  • Staff discounts - Exclusive savings with partners such as GM, Dell, and more

Should you be selected for an interview, you will be contacted via email. Please monitor your junk/spam folder.
PBS Systems thanks all applicants for their interest, however only those selected for an interview will be contacted. PBS Systems is an employment-equity employer. Candidates who require reasonable accommodations throughout the recruitment process, please contact the Recruiting team at careers@pbssystems.com.

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