29 Jun

4 Job Titles for Technical Support Staff

Posted by John Brandwagt

Technical support staff members are important players on any IT team. There are many different roles on the support staff team, and technical support staff members come with a wide variety of different skills and talents.

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The number of different titles used to refer to technical support staff roles can be almost overwhelming. Different companies may use different terms to describe the same job. If you’re looking for a job, it might leave you wondering which roles you’re really qualified for. Terminology is just as important for hiring managers who need to know what and who they’re really looking for.

If you know these four job titles, you’ll be set to seek out technical support staff.


1. Desktop Analyst

This technical support staff job title refers to someone who assists users with their desktops. These employees may install new desktop computers, peripheral equipment, and software. They also analyze the usability and configurations of desktop machines. Finally, they assist in ensuring the ongoing usability of the machines.

The desktop analyst keeps the office running smoothly by ensuring everyone’s machines are working optimally. As much as the world has gone to mobile, desktops are still important for productivity. The desktop analyst is indispensable.


2. Help Desk

Have a problem? Call down to the help desk and someone will walk you through the issue. Most modern IT departments use a “ticket” system where the user experiencing a problem raises a ticket. When a help desk agent is available, they’ll assist the user and attempt to resolve the problem.

Some issues are resolved quickly and easily. Others take much more troubleshooting. A user’s issue may be resolved with a couple of clicks. In other cases, the help desk agent may need to take over the device and have a look around.

Many companies hire help desk agents based on their level of experience. They may also tier the help desk by the types of issues they resolve. The most technical and difficult to resolve would be relegated to tier three, while simple problems may be left for tier one.


3. Infrastructure Support Analyst

This technical support staff role goes by a few different names. You may see it listed as a “network and technical support analyst” just as often as “infrastructure support analyst.” At the end of the day, the job is relatively similar.

So, what do infrastructure support analysts do? They work to maintain an organization’s IT infrastructure. This can include upgrading and installing new hardware and new software. They may also be involved in supporting the IT network, which includes the upkeep of critical systems.

Infrastructure support analysts might also troubleshoot user issues and try to determine a solution.


4. Deskside Support

What is the difference between the help desk, the desktop analyst, and the deskside support agent? We;;, as it turns out - quite a bit.

The desktop analyst may help users troubleshoot some issues with their machines, but their job is mostly focused on the maintenance and installation of desktops and other devices. The help desk attendant is more likely to be the one resolving problems for users.

Help desk and deskside support are very similar, with one key difference. The help desk’s assistance is provided remotely. The users need to walk through the steps themselves in order to resolve the problem. Some issues might actually require an IT team member to look at the machine and work through the issue. Deskside support arrives in person to do this.

There are many more roles and many more job titles for technical support staff. Some of these titles overlap. Some of them are incredibly different. Those listed here are just a sample of the IT job titles you can find. If you’re looking for a technical support role, a recruiter could help you find the role you’re looking for.


Information Technology Jobs Canada

Topics: IT Jobs

John Brandwagt

John is a Practice Leader at Inteqna. He’s been working in IT Search in Calgary since 1997. He works best with selective job seekers—those who excel at what they do and enjoy their current jobs. Since they don’t have time to look for themselves, he helps them find their dream jobs. From a client perspective, he helps organizations find the talent that will propel their business. John is involved in several of Calgary’s technical user groups and has held board roles in non-profit groups. He is a single dad of four boys who try to beat him at every physical activity from hiking to rugby.

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