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Support Analyst Jobs in Raleigh, NC (NOW HIRING)

Infojini Inc

Desktop Support

Raleigh, NC

$19.75 - $25/hr

We offer an excellent compensation package We are looking for Service Support Analyst in Raleigh, NC for 12+ months contract position. Please refer someone else if you are not available at this time ...

Nutanix

Sr. Data Analyst, Worldwide Support

Durham, NC · On-site

$83.10K - $104.80K/yr

About the Team The Support Analytics and Operations team manages the analytics, reporting, and product oversight that keep the Nutanix Support organization running. As a multi-disciplinary team of ...

Purple Drive Technologies

Business Analyst

Raleigh, NC · On-site

System Support: Perform log analysis, troubleshoot issues, and support end-to-end system performance. * Integration Expertise: Define requirements for real-time and asynchronous data integration ...

IQUASAR LLC

FMV-Imagery Analyst

Raleigh, NC · On-site

$100K/yr

As an FMV Imagery Analyst, you will play a crucial role in supporting intelligence, surveillance, and reconnaissance (ISR) missions by analyzing real-time and historical FMV data to extract ...

iQuasar LLC

FMV-Imagery Analyst

Raleigh, NC · On-site

$100K/yr

As an FMV Imagery Analyst, you will play a crucial role in supporting intelligence, surveillance, and reconnaissance (ISR) missions by analyzing real-time and historical FMV data to extract ...

RELX

Decision Support Sr. Analyst

Raleigh, NC

$71.60K - $119.40K/yr

Detail-oriented professional with strong analytical, reporting, and operational expertise, supporting royalty and content analytics across a dynamic, cross-functional environment. This role plays a ...

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How much do support analyst jobs pay per hour?

As of May 29, 2026, the average hourly pay for support analyst in Raleigh, NC is $30.50, according to ZipRecruiter salary data. Most workers in this role earn between $21.49 and $36.68 per hour, depending on experience, location, and employer.

What Is a Support Analyst?

A support analyst fulfills a company’s everyday information technology (IT) troubleshooting needs and provides long-term, strategic technology development. As a support analyst, your job duties include responding to complaints regarding company hardware, resolving issues, devising strategies to improve IT performance, installing and maintaining IT systems, and collaborating with other IT professionals. The qualifications for a career as a support analyst include a bachelor’s degree in IT or computer science, experience working in an IT setting, and excellent problem-solving and communication skills.

What are the key skills and qualifications needed to thrive as a Support Analyst, and why are they important?

To thrive as a Support Analyst, you need a solid understanding of troubleshooting, IT fundamentals, and customer service, often supported by a relevant degree or technical certifications like CompTIA A+ or ITIL. Familiarity with ticketing systems (such as ServiceNow or Jira), remote desktop tools, and basic networking concepts is typically required. Strong communication, problem-solving abilities, and patience help set top Support Analysts apart. These skills are crucial for efficiently resolving technical issues, ensuring user satisfaction, and maintaining smooth IT operations.

What are some common challenges faced by Support Analysts, and how can they effectively address them?

Support Analysts frequently encounter challenges such as managing high ticket volumes, handling complex or urgent technical issues, and communicating with users of varying technical expertise. To address these challenges, it's important to prioritize tasks efficiently, leverage established troubleshooting procedures, and maintain clear, empathetic communication with end-users. Building strong relationships with other IT teams and regularly updating personal technical knowledge can also help Support Analysts resolve issues more quickly and effectively.

What are Support Analysts?

Support Analysts are professionals who provide technical assistance and troubleshooting for software, hardware, or IT systems within an organization or to external clients. They diagnose issues, resolve user problems, and often act as the first point of contact for technical support. Support Analysts may also document problems, offer solutions, and escalate complex issues to higher-level IT staff. Their role is crucial in ensuring that technology runs smoothly and efficiently for users.

What is the difference between Support Analyst vs Help Desk Technician?

AspectSupport AnalystHelp Desk Technician
Required CertificationsCompTIA A+, Network+; ITILCompTIA A+; Basic certifications
Work EnvironmentCorporate IT, technical support teamsHelp desk, call centers, technical support
Employer & Industry UsageBusinesses, IT service providersSmall to medium businesses, IT support services
Common Search & Comparison IntentUnderstanding roles, career pathsEntry-level support, troubleshooting

Support Analysts typically handle more complex technical issues, analyze system problems, and may work on troubleshooting beyond basic support. Help Desk Technicians focus on initial customer support, resolving common issues, and providing basic technical assistance. Both roles require similar certifications and are found in similar environments, but Support Analysts usually have more advanced responsibilities and technical knowledge.

More about Support Analyst jobs
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What cities near Raleigh, NC are hiring for Support Analyst jobs? Cities near Raleigh, NC with the most Support Analyst job openings:
Support Analyst jobs near you
Product Support Analyst (2nd Shift, 11am - 8pm)

Product Support Analyst (2nd Shift, 11am - 8pm)

Bandwidth

Raleigh, NC • On-site

Other

Medical, Dental, Vision, PTO

Posted 7 hours ago

Job description

Who We Are:

Bandwidth, a prior "Best of EC" award winner, is a global software company that helps enterprises deliver exceptional experiences through voice, messaging, and emergency services. Reaching 65+ countries and over 90 percent of the global economy, we're the only provider offering an owned communications cloud that delivers advanced automation, AI integrations, global reach, and premium human support. Bandwidth is trusted for mission-critical communications by the Global 2000, hyperscalers, and SaaS builders!

At Bandwidth, your music matters when you are part of the BAND.  We celebrate differences and encourage BANDmates to be their authentic selves.  #jointheband

What We Are Looking For:

A Product Support Analyst will be the first point of contact for customers experiencing technical issues with SMS/MMS services, focusing on basic troubleshooting and query resolution. The role includes assisting in monitoring message deliverability and managing the initial stages of NNID provisioning. You will collaborate closely with senior team members, escalating complex issues and contributing to the overall efficiency of our technical support services.

This is a 2nd shift position, working the hours of 11am - 8pm EST.

What You'll Do:

  • Technical Support for SMPP/MM4 Connections: Troubleshoot and resolve issues related to SMPP and MM4 connections, including diagnosing connectivity and protocol issues.
  • Message Deliverability Oversight: Monitor and optimize the deliverability of SMS/MMS messages, addressing delays or failures in message transmission.
  • Provisioning of NNIDs: Manage the provisioning and configuration of NetNumber IDs (NNIDs) necessary for messaging services.
  • Customer Support: Provide direct support to customers experiencing difficulties, offering solutions via phone, email, or ticking system.
  • Documentation and Reporting: Maintain records of technical issues and resolutions; prepare reports on service performance and issues.
  • Collaboration with Development Teams: Work with software developers to communicate customer feedback and assist in new features or fixes.
  • Learning and Development: Participate in training sessions to improve technical skills.
  • Incident Management: Handle incident detection, reporting, and resolution, coordinating with various teams for comprehensive solutions.
  • Feedback Collection: Gather customer feedback to improve products and services.

What You Need:

  • Education:  
    • Bachelor's degree (or higher)
    • Preferred fields of study include Telecommunications, Business, Information Technology, Computer Science, or a related field.
  • Experience: 
    • 2+ years experience in software/telecom support roles
  • Knowledge:  
    • Telecom Operations: Basic Understanding of SMS/MMS Technologies: Familiarity with the fundamentals of SMS and MMS, including common issues and standard industry practices.
    • Customer Service Skills: Knowledge of customer support principles and techniques, focusing on effective communication and problem-solving.
    • Introductory Technical Skills: Basic knowledge of SMPP, API, and MM4 protocols, with an ability to follow established procedures for troubleshooting and support.
  • Skills: 
    • Analytical Thinking: Strong ability to analyze complex data, understand, and make data-driven decisions.
    • Multi-Tasking: Excellent capability to manage and prioritize multiple cases and tasks effectively in a dynamic environment.
    • Problem-solving: Skilled in identifying issues, developing solutions, and implementing effective case resolution.
    • Communication and Relationship Building: Effective verbal and written communication skills, with the ability to build and maintain relationships with carriers and internal stakeholders.

The Whole Person Promise:

At Bandwidth, we're pretty proud of our corporate culture, which is rooted in our "Whole Person Promise." We promise all employees that they can have meaningful work AND a full life, and we provide a work environment geared toward enriching your body, mind, and spirit. How do we do that? Well...

  • 100% company-paid Medical, Vision, & Dental coverage for you and your family with low deductibles and low out-of-pocket expenses.
  • All new hires receive four weeks of PTO.
  • PTO Embargo. When you take time off (of any kind!) you're embargoed from working. Bandmates and managers are not allowed to interrupt your PTO - not even with email.
  • Additional PTO can be earned throughout the year through volunteer hours and Bandwidth challenges.
  • "Mahalo moments" program grants additional time off for life's most important moments like graduations, buying a first home, getting married, wedding anniversaries (every five years), and the birth of a grandchild.
  • 90-Minute Workout Lunches and unlimited meetings with our very own nutritionist.

Are you excited about the position and its responsibilities, but not sure if you're 100% qualified? Do you feel you can work to help us crush the mission? If you answered 'yes' to both of these questions, we encourage you to apply! You won't want to miss the opportunity to be a part of the BAND.

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