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Tech Support Analyst Jobs in Edwardsville, IL (NOW HIRING)

Netskope

IT Support Analyst

Saint Louis, MO

We are looking for an IT Support Analyst who leads with AI - someone who doesn't just use AI tools as productivity boosters but builds, prompts, and iterates on them to fundamentally change how ...

Netskope

IT Support Analyst

Saint Louis, MO · On-site

We are looking for an IT Support Analyst who leads with AI - someone who doesn't just use AI tools as productivity boosters but builds, prompts, and iterates on them to fundamentally change how ...

Belcan

IT Support Analyst I

Wood River, IL · On-site

$23.99/hr

Job Title: IT Support Analyst I Location: Wood River, IL Zip Code: 62095 Duration: 12 Months Pay Rate: $23.99/hr. Keyword's: #WoodRiverjobs; #SupportAnalystjobs; Start Date: Immediate We provide a ...

Belcan

IT Support Analyst I

Wood River, IL · On-site

$23.99/hr

Job Title: IT Support Analyst I Location: Wood River, IL Zip Code: 62095 Duration: 12 Months Pay Rate: $23.99/hr. Keyword's: #WoodRiverjobs; #SupportAnalystjobs ; Start Date: Immediate We provide a ...

Airswift

IT Support Analyst I

Roxana, IL · On-site

Job Title: IT Support Analyst I Duration: 1 year, extension potential Schedule: Monday to Friday, 5/40 Location: Roxana, Illinois (On-site) About Airswift: Airswift is an international workforce ...

TKC Holdings

IT Support Analyst II

Saint Louis, MO

$24.04 - $28.85/hr

About This Position IT Support Analyst - Tier 2 will provide excellent customer service through incoming phone calls, incidents routed from different teams, on call rotation and other support work as ...

TKC Holdings

IT Support Analyst II

Saint Louis, MO · On-site

$24.04 - $28.85/hr

About This Position IT Support Analyst - Tier 2 will provide excellent customer service through incoming phone calls, incidents routed from different teams, on call rotation and other support work as ...

TKC Holdings

IT Support Analyst II

Saint Louis, MO · On-site

$24.04 - $28.85/hr

About This Position IT Support Analyst - Tier 2 will provide excellent customer service through incoming phone calls, incidents routed from different teams, on call rotation and other support work as ...

TKC Holdings

Banking Support Analyst II

Saint Louis, MO

$24.04 - $26.44/hr

About This Position IT Support Analyst in Banking Services (Banking Support Analyst) will provide excellent customer service through incoming phone calls to the Keefe Group Service Desk while ...

TKC Holdings

Banking Support Analyst II

Saint Louis, MO · On-site

$24.04 - $26.44/hr

About This Position IT Support Analyst in Banking Services (Banking Support Analyst) will provide excellent customer service through incoming phone calls to the Keefe Group Service Desk while ...

TKC Holdings

Banking Support Analyst II

Saint Louis, MO · On-site

$24.04 - $26.44/hr

About This Position IT Support Analyst in Banking Services (Banking Support Analyst) will provide excellent customer service through incoming phone calls to the Keefe Group Service Desk while ...

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All JobsTech Support Analyst JobsTech Support Analyst Jobs in Edwardsville, IL

Tech Support Analyst information

See Edwardsville, IL salary details

$14

$25

$40

How much do tech support analyst jobs pay per hour?

As of Aug 27, 2026, the average hourly pay for tech support analyst in Edwardsville, IL is $25.84, according to ZipRecruiter salary data. Most workers in this role earn between $20.29 and $29.33 per hour, depending on experience, location, and employer.

What is a tech support analyst?

Tech Support Analysts are professionals who help individuals and organizations resolve technical issues related to computer hardware, software, and networks. They typically provide support via phone, email, chat, or in person, diagnosing problems and offering solutions or troubleshooting steps. Their responsibilities may also include maintaining documentation, escalating complex issues, and ensuring that systems run smoothly. Tech Support Analysts play a vital role in minimizing downtime and improving user satisfaction by addressing technical concerns quickly and efficiently.

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

To thrive as a Tech Support Analyst, you need a solid understanding of computer systems, networking, troubleshooting methods, and typically a degree or certification in IT or a related field. Familiarity with ticketing systems, remote desktop tools, and knowledge base software is standard, along with certifications like CompTIA A+ or Microsoft Certified: Modern Desktop Administrator. Excellent communication, patience, and problem-solving skills help build rapport with users and efficiently resolve technical issues. These skills and qualities are crucial for delivering timely, effective support that minimizes downtime and improves user satisfaction.

What are some common challenges tech support analysts face when troubleshooting remotely, and how can they overcome them?

Tech Support Analysts often face challenges such as limited access to users’ devices, communication barriers, and incomplete information when troubleshooting remotely. To overcome these obstacles, it’s important to ask clear, specific questions, use remote access tools when permitted, and maintain patient, empathetic communication. Building a step-by-step troubleshooting process and documenting solutions also helps ensure issues are resolved efficiently and knowledge is shared across the team.

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

AspectTech Support AnalystHelp Desk Technician
CertificationsCompTIA A+, Network+CompTIA A+, HDI Support Center Analyst
Work EnvironmentCorporate IT, technical troubleshooting, remote supportHelp desk, end-user support, on-site or remote
Employer & IndustryIT departments, tech companies, large organizationsIT service providers, small to medium businesses

The main difference between a Tech Support Analyst and a Help Desk Technician lies in their scope of work and environment. Tech Support Analysts typically handle more complex technical issues within corporate IT settings, often requiring advanced certifications. Help Desk Technicians focus on basic end-user support and troubleshooting, often in smaller organizations or service centers. Both roles require strong communication skills and technical knowledge, but Tech Support Analysts usually work on more technical problems and may have higher certification requirements.

Infographic showing various Tech Support Analyst job openings in Edwardsville, IL as of August 2026, with employment types broken down into 87% Full Time, 3% Part Time, and 10% Contract. Highlights an 94% In-person, 3% Hybrid, and 3% Remote job distribution, with an average salary of $53,740 per year, or $25.8 per hour.

IT Support Analyst

Saint Louis, MO

Netskope
Network Security • 1 - 5K employees
Learn more about Netskopeexternal

Full-time

Posted 27 days ago

Job description

About the Role:

We are looking for an IT Support Analyst who leads with AI - someone who doesn't just use AI tools as productivity boosters but builds, prompts, and iterates on them to fundamentally change how IT support works. You will be the primary hands-on technologist on our St. Louis support team, resolving employee issues while continuously driving down ticket volume through intelligent automation and self-service. This role sits at the intersection of IT operations and AI enablement: you will both close tickets today and help eliminate the need for those tickets tomorrow.

Responsibilities Include: 

AI-Powered Support Operations

  • Act as primary point of contact for internal employee IT issues via ticket submission, Slack, and in-person walk-ups - with an AI-first triage mindset.
  • Build and maintain AI-driven self-service solutions: prompt-engineer Slack bots, configure intelligent auto-responses, and create Jira automation rules that resolve common issues without human touch.
  • Continuously identify high-volume, repetitive tickets and leverage automation and AI to eliminate them at the root.
  • Own knowledge base quality: use AI tools to surface gaps, draft articles, and keep documentation current so employees can self-serve before they ever open a ticket.

Technical Support & Escalation

  • Provide L1/L2 support for endpoints and standard enterprise apps.
  • Troubleshoot hardware, software, and network connectivity issues; escalate complex cases to L3 teams with clear, AI-assisted diagnostic summaries.
  • Support employee onboarding and offboarding: provisioning accounts, shipping/retrieving devices, and coordinating with HR.
  • Assist with endpoint management tasks - patching, enrollment, policy compliance.

Drive Continuous Improvement

  • Analyze ticket trends weekly using dashboards and AI-assisted reporting; surface insights to the Service Desk Director.
  • Participate in problem management: when the same issue recurs, own it to root cause and build the fix - whether that's a knowledge article, an automation, or an escalated infrastructure change.
  • Test and evaluate new AI tools, integrations, and workflows; document what works and share learnings with the broader team.

Job Requirements: 

The right candidate is intellectually curious, asks questions before assuming, and gets restless when a repetitive problem doesn't have a solution yet. Technical skills can be learned; this mindset can't.

  • Curiosity and drive: you investigate problems thoroughly, ask why before escalating, and follow threads until you understand them.
  • AI-first instinct: you already reach for AI tools when you're stuck, learning something new, or looking for a faster way - and you've built something with them, even if small.
  • Clear communicator: you can explain a technical issue to a non-technical employee and you thoroughly document your steps, eliminating the guess work for others.
  • Ownership mindset: when something breaks or keeps breaking, you don't wait for someone to assign it. You pick it up.
  • Hands-on IT experience: You've spent time in a Service Desk support role- we want to see that you've solved real technology problems for real people.

Technologies

  • Familiarity with macOS and/or Windows troubleshooting.
  • Experience with Okta, Google Workspace, Jira, or similar enterprise tools.
  • Exposure to MDM platforms (Intune, Kandji, NinjaOne) or endpoint management concepts.
  • Experience building automations: Jira Automation, Slack workflows, Python/Bash scripts, or no-code tools.
  • CompTIA A+, ITIL Foundations, or equivalent certification.


Why This Role:

This is not a traditional helpdesk role. You will have direct ownership of AI tooling decisions, automation architecture, and the employee support experience for a global SaaS company. You will work alongside engineers, program managers, and leadership who are actively investing in making IT an AI-native function - and you will be a core part of making that real.

Education:

  • Bachelor's degree preferred 
  • Related network and security certifications are a plus 

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