How to become an IT Support Analyst
The IT Support Analyst provides 1st and 2nd level technical support to end-users, resolving a wide range of hardware, software, and network issues. This role is crucial for maintaining seamless operations, ensuring high customer satisfaction, and often involves managing service desk tickets, performing system administration tasks (e.g., Active Directory, O365), and contributing to technical documentation and system improvements.
Top Skills Required
- 1st and 2nd level Service Desk support
- Troubleshooting (PCs, laptops, printers, phones, tablets, cabling, AD services, DNS, DHCP, end user devices, proprietary software, third-party software, hardware, software, infrastructure, security, Windows 10, VPN, Windows Server, Active Directory, MS Office, Exchange, LAN, WAN, Wi-Fi connectivity)
- Active Directory management (security groups, computers, users, O365 administration)
Education & Certifications
Typical: Bachelor’s Degree in Computer Science, MIS, Information Technology, Systems/Network Administration, or related field
Alternative paths:
- HS Diploma/GED
- Associate's degree or current certifications within information technology
- CompTIA A+
- Network+
- MCP