Skills & Competencies for Technical Support Analyst I

Technical Support Analyst I job profile

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JOB SUMMARY for Technical Support Analyst I

Provides technical support to system users within an organization.

JOB RESPONSIBILITIES for Technical Support Analyst I

Evaluates user needs, defines technical problems, and works with engineering/development staff to determine solutions. Assists users in implementing solutions. Performs ongoing activities to maintain and enhance overall system performance.

Technical Support Analyst I SALARY RANGE

BASE 50%
$68,185
TOTAL 50%
$70,748
Job Level
P01
Job Code
IT10000004
Education/Degree
Bachelor's Degree
Reports To
Project Leader or Manager

Technical Support Analyst I Skills and Competencies List

Proficiency Levels and Behavioural Indicators
Salary.com identifies five increasing levels of proficiency for each skill/competency. Some jobs require only a relatively low level of proficiency in each skill/competency, while other jobs will require a more advanced level of proficiency in the same skill/competency. These levels rate the degree of proficiency (skill level, expertise) we expect the incumbent to perform in the given skill/competency for the given job. Note that we intentionally do not associate timeframes or years of experience in performing the skill/competency because that can be misleading. Proficiency levels identify what the incumbent knows and can do rather than how long they have been doing it. Also, note that the proficiency levels are cumulative, e.g., a level 4 proficiency implies the ability to perform all the behaviors at the lower levels.
Check each Technical Support Analyst I skill and competencie below to view definitions.
JOB FAMILY COMPETENCIES CORE COMPETENCIES
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11 general skills or competencies (Job family competencies) for Technical Support Analyst I

1 Job Family Competencies – Customer Support
Proficiency Level -1
Skill definition-Providing responsive and relevant support to customers to address issues and problems on our products or services and ensure customer satisfaction.
Level 1 Behaviors
(General Familiarity)
Explains the key metrics used in customer support delivery.
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Level 2 Behaviors
(Light Experience)
Informs teams on new information related to products and services.
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Level 3 Behaviors
(Moderate Experience)
Manages customer accounts to ensure timely support and resolution of customer issues and conflicts.
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Level 4 Behaviors
(Extensive Experience)
Sets key performance indicators to monitor and optimize the delivery of customer support.
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Level 5 Behaviors
(Mastery)
Improves policies in customer support to meet customer needs and minimize attrition.
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2 Job Family Competencies – Remote Support
Proficiency Level -2
Skill definition-Leveraging support tools and software to provide remote and instant access in addressing issues on customers' device.
Level 1 Behaviors
(General Familiarity)
Explains the importance of remote support in driving business growth.
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Level 2 Behaviors
(Light Experience)
Responds to customer complaints by providing support over remote connectivity.
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Level 3 Behaviors
(Moderate Experience)
Performs immediate troubleshooting procedures through remote access to prevent product or service failures.
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Level 4 Behaviors
(Extensive Experience)
Leverages key performance metrics to measure and improve daily performance of remote support functions.
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Level 5 Behaviors
(Mastery)
Forecasts future industry trends in remote support to stay ahead of other competing organizations.
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3 Technical Support Analyst I - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Technical Support Analyst I
Proficiency Level - 4
5 Competency for - Technical Support Analyst I
Proficiency Level - 5

6 soft skills or competencies (core competencies) for Technical Support Analyst I

1 Core Competencies – Attention to Detail
Proficiency Level -2
Skill definition-Executing and completing a task with a high level of accuracy.
Level 1 Behaviors
(General Familiarity)
Lists best practices and tools to maintain high accuracy and thoroughness in the workplace.
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Level 2 Behaviors
(Light Experience)
Uses checklists to ensure that information goes out error-free.
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Level 3 Behaviors
(Moderate Experience)
Suggests solutions to issues that arise while executing the tasks.
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Level 4 Behaviors
(Extensive Experience)
Employs techniques for motivating personnel to meet or exceed accuracy goals.
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Level 5 Behaviors
(Mastery)
Leads the creation of tools for enhancing and assuring accuracy.
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2 Core Competencies – Time Management
Proficiency Level -2
Skill definition-Managing and setting priorities, goals, and timetables to boost productivity and efficiency in completing tasks.
Level 1 Behaviors
(General Familiarity)
Cites examples of prioritization methods used to manage and save time in the workplace.
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Level 2 Behaviors
(Light Experience)
Applies principles, habits, and skills in organizing schedules to manage time productively.
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Level 3 Behaviors
(Moderate Experience)
Assesses relevance of tasks to prioritize and produce better quality work.
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Level 4 Behaviors
(Extensive Experience)
Creates programs to develop our employees' understanding of time demand and management.
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Level 5 Behaviors
(Mastery)
Builds a system to manage our business's workload and eliminate time-wasting activities.
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3 Technical Support Analyst I - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Technical Support Analyst I
Proficiency Level - 4
5 Competency for - Technical Support Analyst I
Proficiency Level - 5

Summary of Technical Support Analyst I skills and competencies

There are 0 hard skills for Technical Support Analyst I.
11 general skills for Technical Support Analyst I, Customer Support, Remote Support, Technical Support, etc.
6 soft skills for Technical Support Analyst I, Attention to Detail, Time Management, Initiative, etc.
While the list totals 17 distinct skills, it's important to note that not all are required to be mastered to the same degree. Some skills may only need a basic understanding, whereas others demand a higher level of expertise.
For instance, as a Technical Support Analyst I, he or she needs to be proficient in Attention to Detail, be proficient in Time Management, and be proficient in Initiative.

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