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)
Lists customer service tools used to track customer interactions and improve service delivery.
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Level 2 Behaviors
(Light Experience)
Supports the planning and execution of customer service tactics to improve service quality.
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Level 3 Behaviors
(Moderate Experience)
Uses metrics in analyzing areas of opportunities for customer service.
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Level 4 Behaviors
(Extensive Experience)
Trains and guides teams on effective techniques in customer service to retain customers and increase value.
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Level 5 Behaviors
(Mastery)
Leads customer support operations to monitor and determine growth opportunities for customer satisfaction.
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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)
Knows the technical aspects applied in carrying out remote support activities.
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Level 2 Behaviors
(Light Experience)
Uses remote support tools and software in tracking customer complaints to resolve end-user issues.
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Level 3 Behaviors
(Moderate Experience)
Sets up remote access to perform diagnostic support and resolve complex issues.
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Level 4 Behaviors
(Extensive Experience)
Manages all remote support activities to determine areas for improvement and decrease response times.
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Level 5 Behaviors
(Mastery)
Leads the adoption of advanced tools in remote support to resolve issues faster and increase productivity.
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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)
Sets up processes to ensure delivery of high-quality work.
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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)
Explains the importance of time management in driving the overall productivity of our business.
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Level 2 Behaviors
(Light Experience)
Employs the 80-20 rule to avoid perfectionism and minimize time-wasting.
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Level 3 Behaviors
(Moderate Experience)
Utilizes departmental tools and best practices to organize tasks effectively and productively.
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Level 4 Behaviors
(Extensive Experience)
Manages teams in streamlining work-related tasks to prioritize highest value tasks firsts.
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Level 5 Behaviors
(Mastery)
Leads transformational changes to work plans to drive the proper utilization of time and resources.
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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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