How To Become an IT Support Analyst in 4 Simple Steps

By Indeed Editorial Team

Published May 6, 2022

The Indeed Editorial Team comprises a diverse and talented team of writers, researchers and subject matter experts equipped with Indeed's data and insights to deliver useful tips to help guide your career journey.

Technology is an integral part of most businesses, and companies often require an expansive IT support staff to manage their networks and digital assets. Working in IT can be a rewarding career choice for individuals with extensive technical expertise. If you're looking for an IT career, it may be beneficial to learn more about an IT support analyst role.

In this article, we explain what an IT support analyst is, list some of their primary duties, explore how to become one and provide national average salary and job outlook information for these professionals.

Related: How To Write an IT Analyst Resume in 10 Steps

What is an IT support analyst?

IT support analysts are professionals who maintain and support company computer networks. They help coworkers use software and hardware and provide routine testing, updating and maintenance services. IT support analysts are usually junior employees within a larger IT team.

Related: IT Requirements and Qualifications (With Careers in IT)

What do IT support analysts do?

IT support analysts may have a wide variety of tasks depending on their experience and employer. These are some of the most common duties for these professionals:

  • Perform system tests and updates: Companies often use a wide variety of software programs that require frequent updates to remain functional and secure. IT support analysts are often responsible for ensuring that updates take place and may also run routine tests on software and hardware components.

  • Respond to support and service requests: One of an IT support analyst's primary jobs is to be a resource for their coworkers. They spend time resolving simple technical issues that prevent employees from doing their jobs.

  • Troubleshoot software and hardware issues: After receiving a service request, IT support analysts are responsible for identifying the source of the issue so they can solve it. This may involve running tests, gathering performance data, accessing workstations or speaking with coworkers about their experiences.

  • Maintain detailed records and document issues: IT support analysts are often responsible for maintaining detailed records that document user complaints and services. This can help other IT professionals identify future issues and prevent them more effectively.

  • Escalate cases and collaborate with other analysts: If an IT support analyst encounters a serious issue that they can't resolve, they usually escalate it or present it to a more senior IT professional. They are also responsible for working with other technical staff and following standard procedures.

  • Provide education and documentation for users: IT support analysts often help educate their coworkers on issues relating to computer technology. This may include assisting with workshops, writing tech guides and tip sheets or documenting IT processes.

  • Install new network components and devices: Offices often use a variety of hardware components like routers, printers, desktop computers, switches and scanners. IT support analysts often help install and configure new hardware devices.

Related: IT Operations vs. IT Infrastructure: What's the Difference?

How to become an IT support analyst

Although career paths can vary, these are four steps you can take to become an IT support analyst:

1. Complete your education

Although a college degree isn't always a requirement for IT positions, some employers may prefer their candidates to have an associate or bachelor's degree. Earning a degree can be a good way to increase your knowledge of computer technology and make you a more competitive candidate when looking for jobs. One of the most common majors for IT professionals is computer science, although many also study cybersecurity, information technology, computer engineering and systems and network administration.

When looking for a college, ensure you find one that offers financial support. If you plan on working during college, it may also be helpful to find a school that offers remote or hybrid learning. Your time in college can help make connections and meet like-minded individuals. Before graduation, speak to your professors and your school's office of employment services to see if they can help you find an internship. This may allow you to graduate with work experience and make it easier to find a job.

Related: 13 Types of IT Services: What They Are and How They Help

2. Create a resume and cover letter

Once you earn your degree, you can begin looking for entry-level IT positions and preparing a resume. Your resume is one of the most important tools you have when looking for jobs, although it can be challenging to create one if you have little work experience. One way to resolve this is by creating a skills-based resume that highlights your personal competencies rather than past work experience. You can also include a summary that describes your background and intentions and any internships you have completed.

Writing a cover letter is often a good way to supplement the material in your resume and introduce yourself to potential employers. They allow you to explain why you might be a good fit for a position. Before writing your resume and cover letter, look for templates and examples online to ensure that you provide professional-looking documents to recruiters. As an entry-level employee, another way to enhance your application is by including references from professors or former employers.

Related: What Does an IT Support Specialist Do? And How To Become One

3. Find an entry-level job

Gaining work experience is one of the best ways to advance your career in IT. It often provides the greatest opportunities for practical education and can help you meet other professionals in your field. You can start looking for a position as an IT support analyst right away, or you can consider applying for other entry-level IT positions, such as:

  • Help desk technician

  • IT specialist

  • PC technician

  • Systems administrator

  • Database administrator

When looking for jobs, it may help to create a professional social media profile and search multiple job sites. After submitting applications, be sure to monitor your emails and answer phone calls in case a recruiter wants to schedule an interview. If you receive an interview request, it might be helpful to review some practice interview questions online. On the day of the interview, try to arrive early, dress professionally and maintain positive body posture when speaking to recruiters.

Related: 11 IT Support and Help Desk Certifications (Plus Benefits)

4. Enhance your skills

As you gain work experience, you may have the opportunity to enhance your skills and build your resume. These are some of the hard and soft skills that can help you advance your career in IT:

  • Cybersecurity: Cybersecurity is an important concern for companies that maintain databases of sensitive employee and customer data. IT professionals often benefit from a deep understanding of cyber threats and cybersecurity strategies.

  • Coding: Expertise in coding is a valuable skill that can help IT professionals qualify for a wider variety of positions in software development, web design and other fields. If possible, try to develop competency in common coding languages like Python, C++ and JavaScript.

  • Database administration: Big data is an increasingly important part of business operations, and many companies maintain extensive databases. IT professionals who have expertise in data science and database administration may be eligible for a greater range of positions.

  • Cloud computing: Cloud computing allows users to access digital resources over the internet, and it is becoming increasingly popular for companies that employ a remote or hybrid work model. Expertise in cloud computing is an important skill that can make IT professionals more competitive in the hiring process.

  • Collaboration: IT support analysts work closely with other employees and may be part of a large IT team. The ability to collaborate can make them more effective in their work and help them build strong professional relationships.

  • Leadership**:** Leadership is the ability to supervise and direct other professionals, and it can be a valuable skill for IT professionals. Developing your leadership skills may make you eligible for senior positions within the IT field.

  • Problem-solving: IT support specialists may encounter a wide range of software and hardware challenges daily. Problem-solving skills can help these professionals secure better outcomes for their coworkers and maintain functional office nSaveetworks.

  • Communication: IT support professionals are often responsible for sharing technical information with coworkers and providing education. Effective verbal communication can help them accomplish these tasks more effectively and build better relationships with coworkers.

Related: 25 IT Support Interview Questions (With Example Answers and Tips)

Salary and job outlook for IT support analysts

According to Indeed, IT support personnel earn an average base salary of $54,535 per year. This can vary based on an individual's experience, location and employer. The United States Bureau of Labor Statistics classifies IT support analysts under the category of computer support specialists and predicts a 9% increase in demand by 2030. This is approximately the same as the average job outlook for all professions.

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