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Become An Infrastructure Analyst

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Working As An Infrastructure Analyst

  • Interacting With Computers
  • Getting Information
  • Making Decisions and Solving Problems
  • Updating and Using Relevant Knowledge
  • Communicating with Supervisors, Peers, or Subordinates
  • $58,920

    Average Salary

What Does An Infrastructure Analyst Do

Computer support specialists provide help and advice to people and organizations using computer software or equipment. Some, called computer network support specialists, support information technology (IT) employees within their organization. Others, called computer user support specialists, assist non-IT users who are having computer problems.

Duties

Computer network support specialists typically do the following:

  • Test and evaluate existing network systems
  • Perform regular maintenance to ensure that networks operate correctly
  • Troubleshoot local area networks (LANs), wide area networks (WANs), and Internet systems

Computer network support specialists, also called technical support specialists, usually work in their organization’s IT department. They help IT staff analyze, troubleshoot, and evaluate computer network problems. They play an important role in the routine maintenance of their organization’s networks such as performing file backups on the network. Maintenance can be performed daily, weekly, or monthly and is important to an organization’s disaster recovery efforts. Solving an IT problem promptly is important because organizations depend on their network systems. Network support specialists may assist the organization’s computer users through phone, email, or in-person visits. They often work under network and computer systems administrators, who handle more complex tasks.

Computer user support specialists typically do the following:

  • Pay attention to customers’ descriptions of their computer problems
  • Ask customers questions to properly diagnose the problem
  • Walk customers through the recommended problem-solving steps
  • Set up or repair computer equipment and related devices
  • Train users to work with new computer hardware or software, such as printers, word-processing software, and email
  • Provide other team members and managers in the organization with information about what gives customers the most trouble and about other concerns customers have

Computer user support specialists, also called help-desk technicians, usually provide technical help to non-IT computer users. They respond to phone and email requests for help. They can usually help users remotely, but they also may make site visits so that they can solve a problem in person.

Help-desk technicians may solve a range of problems that vary with the industry and the particular firm. Some technicians work for large software companies or for support service firms and must give instructions to business customers on how to use business-specific programs such as an electronic health records program used in hospitals or physicians’ offices. Sometimes they work with other technicians to resolve problems.

Other help-desk technicians work in call centers, answering simpler questions from non-business customers. They may walk customers through basic steps in re-establishing an Internet connection or troubleshooting household IT products such as a Wi-Fi router.

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How To Become An Infrastructure Analyst

Because of the wide range of skills used in different computer support jobs, there are many paths into the occupation. A bachelor’s degree is required for some computer support specialist positions, but an associate’s degree or postsecondary classes may be enough for others.

Education

Education requirements for computer support specialists vary. Computer user support specialist jobs require some computer knowledge, but not necessarily a postsecondary degree. Applicants who have taken some computer-related classes are often qualified. For computer network support specialists, many employers accept applicants with an associate’s degree, although some prefer applicants to have a bachelor’s degree.

Large software companies that provide support to business users who buy their products or services often require a bachelor’s degree. Positions that are more technical are likely to require a degree in a field such as computer science, engineering, or information science, but for others, the applicant’s field of study is less important.

To keep up with changes in technology, many computer support specialists continue their education throughout their careers.

Certification

Certification programs are generally offered by vendors or from vendor-neutral certification providers. Certification validates the knowledge of and best practices required by computer support specialists. Companies may require their computer support specialists to hold certifications in the products the companies use.

Advancement

Many computer support specialists advance to other information technology positions, such as network and computer systems administrators and software developers. Some become managers in the computer support services department. Some organizations provide paths for support specialists to move into other parts of the organization, such as sales. For more information, see the profiles on network and computer systems administrators and software developers.

Important Qualities

Customer-service skills. Computer support specialists must be patient and sympathetic. They must often help people who are frustrated with the software or hardware they are trying to use.

Listening skills. Support workers must be able to understand the problems that their customers are describing and know when to ask questions to clarify the situation.

Problem-solving skills. Support workers must identify both simple and complex computer problems, analyze them, and solve them.

Speaking skills. Support workers must describe the solutions to computer problems in a way that a nontechnical person can understand.

Writing skills. Strong writing skills are useful for preparing instructions and email responses for employees and customers, as well as real-time web chat interactions.

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Infrastructure Analyst jobs

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Infrastructure Analyst Career Paths

Infrastructure Analyst
Technical Consultant Project Manager Program Manager
Business Development Manager
9 Yearsyrs
Network Engineer Information Technology Manager Director Of Information
Chief Information Officer
11 Yearsyrs
Project Manager Program Manager General Manager
Chief Operating Officer
11 Yearsyrs
Information Technology Manager Director Of Information
Chief Technology Officer
11 Yearsyrs
Business Analyst Information Technology Consultant Senior System Administrator
Data Center Manager
9 Yearsyrs
Information Technology/Support Technician Systems Administrator Information Technology Manager
Director Of Information
10 Yearsyrs
Windows System Administrator Senior Systems Engineer Director Of Information
Director Of Information Technology Services
12 Yearsyrs
Information Technology Analyst Information Technology Manager Technical Services Manager
Director Of Technology And Services
11 Yearsyrs
Technician Support Tier Technical Support Specialist Network Administrator
Information Systems Manager
6 Yearsyrs
Information Technology/Support Technician Information Technology Technician Information Technology Manager
Information Technology Director
10 Yearsyrs
Windows System Administrator Senior System Administrator Information Technology Manager
Information Technology Infrastructure Manager
11 Yearsyrs
Technical Support Specialist Systems Administrator
Information Technology Manager
8 Yearsyrs
Information Technology Analyst Business Analyst Information Technology Manager
Infrastructure Manager
10 Yearsyrs
Project Manager Consultant Senior Consultant
Product Manager
7 Yearsyrs
Information Technology Manager Information Technology Project Manager
Senior Information Technology Manager
10 Yearsyrs
Technical Consultant Senior Consultant Senior Project Manager
Senior Product Manager
9 Yearsyrs
Technical Support Specialist Network Administrator Systems Engineer
Senior Systems Engineer
8 Yearsyrs
Business Analyst Business Development Manager Solution Specialist
Solutions Manager
8 Yearsyrs
Technician Support Tier Information Systems Technician Information Technology Manager
Technical Services Manager
8 Yearsyrs
Network Engineer Network Administrator Director Of Information
Vice President Of Information Technology
12 Yearsyrs
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Average Length of Employment
Senior PC Analyst 3.6 years
LAN Analyst 3.4 years
Pc/Lan Analyst 3.3 years
Computer Analyst 3.3 years
Systems Support 3.1 years
Network Technician 3.1 years
PC Support Analyst 3.0 years
MIS Technician 2.7 years
PC Analyst 2.7 years
Desktop Engineer 2.6 years
Helpdesk Lead 2.5 years
Analyst 2.4 years
Support Analyst 2.3 years
Deployment Analyst 2.2 years
Help Desk Analyst 2.1 years
NOC Analyst 1.9 years
Help Desk Engineer 1.8 years
Top Employers Before
Technician 3.5%
Top Employers After
Technician 3.0%

Infrastructure Analyst Demographics

Gender

Male

79.9%

Female

18.4%

Unknown

1.7%
Ethnicity

White

77.7%

Hispanic or Latino

10.5%

Asian

8.6%

Unknown

2.4%

Black or African American

0.8%
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Languages Spoken

Spanish

53.4%

French

8.0%

Vietnamese

4.5%

Arabic

4.5%

Cheyenne

3.4%

German

3.4%

Bulgarian

2.3%

Russian

2.3%

Carrier

2.3%

Tagalog

2.3%

Croatian

2.3%

Portuguese

2.3%

Swedish

1.1%

Dutch

1.1%

Korean

1.1%

Bosnian

1.1%

Norwegian

1.1%

Armenian

1.1%

Italian

1.1%

Braille

1.1%
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Infrastructure Analyst Education

Schools

University of Phoenix

23.2%

Northern Virginia Community College

7.4%

University of Maryland - University College

6.7%

Strayer University

6.3%

The Academy

4.2%

Community College of the Air Force

4.2%

University of Houston

4.2%

Pennsylvania State University

3.9%

Western Governors University

3.9%

Remington College

3.9%

Michigan State University

3.5%

George Mason University

3.5%

Colorado Technical University

3.5%

Wayne State University

3.2%

Ashford University

3.2%

University of Texas at Austin

3.2%

Southern New Hampshire University

3.2%

Kaplan University

3.2%

Towson University

3.2%

ECPI University

2.8%
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Majors

Computer Information Systems

15.0%

Computer Science

14.7%

Information Technology

13.5%

Business

12.3%

Computer Networking

9.4%

Electrical Engineering

5.6%

Management Information Systems

3.0%

Information Systems

3.0%

Computer Technical Support

2.9%

Computer Systems Security

2.5%

Management

2.2%

Electrical Engineering Technology

2.1%

Education

1.9%

General Studies

1.8%

Computer Engineering

1.8%

Computer Programming

1.7%

Communication

1.7%

Criminal Justice

1.7%

Project Management

1.6%

Accounting

1.5%
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Degrees

Bachelors

38.8%

Other

22.3%

Associate

20.2%

Masters

10.3%

Certificate

5.1%

Diploma

2.7%

Doctorate

0.4%

License

0.2%
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Job type you want
Full Time
Part Time
Internship
Temporary

Real Infrastructure Analyst Salaries

Job Title Company Location Start Date Salary
Software Infrastructure Analyst AQR Capital Management, LLC Greenwich, CT Apr 28, 2016 $130,000 -
$150,000
Infrastructure Strategy Analyst Facebook, Inc. Menlo Park, CA Aug 09, 2016 $129,642
Principal ERP Infrastructure Analyst Ciber, Inc. Allen, TX Jul 08, 2015 $124,900
Infrastructure Analyst Ancestry.Com Operations, Inc. Provo, UT Jan 09, 2016 $120,000
Industrial Control System (ICS) Infrastructure Analyst Atterro, Inc. Houston, TX Jan 12, 2016 $113,136
ERP Infrastructure Analyst Ciber, Inc. Dearborn, MI Oct 14, 2016 $104,062
ERP Infrastructure Analyst Ciber, Inc. Dearborn, MI Oct 14, 2015 $101,088
ERP Infrastructure Analyst Ciber, Inc. Dearborn, MI Oct 14, 2016 $101,088
ERP Infrastructure Analyst Ciber, Inc. Lowell, MA Sep 15, 2015 $100,000
Middleware Infrastructure Analyst Barclays Bank Delaware Wilmington, DE Mar 09, 2016 $100,000 -
$138,000
Infrastructure Analyst Phoenix Infrastructure Group, LLC Washington, DC Sep 27, 2016 $99,779
Infrastructure Analysts Phoenix Infrastructure Group, LLC Washington, DC Sep 27, 2016 $99,779
Infrastructure Analyst UST Global Inc. Southborough, MA Feb 16, 2016 $69,618
Infrastructure Analyst UST Global Inc. Southborough, MA Jul 04, 2016 $69,618
Infrastructure Analyst UST Global Inc. Southborough, MA Sep 05, 2016 $69,618
Network-Infrastructure Analyst Kairos Technologies, Inc. Bloomington, IL Aug 23, 2016 $69,493
Infrastructure Analyst UST Global Inc. Riverwoods, IL Jul 11, 2016 $62,000
Infrastructure Analyst (Network) UST Global Inc. Riverwoods, IL Nov 15, 2016 $62,000
Infrastructure Analyst UST Global Inc. Fairfield, CT Jul 20, 2015 $62,000
Infrastructure Analyst UST Global Inc. Sunrise, FL Oct 14, 2015 $61,500
Infrastructure Analyst UST Global Inc. Aliso Viejo, CA Oct 25, 2016 $61,000
Infrastructure Analyst UST Global Inc. Pleasanton, CA Sep 10, 2015 $61,000
Infrastructure Analyst UST Global Inc. West Des Moines, IA Dec 29, 2016 $60,195
ERP Infrastructure Analyst Ciber, Inc. Chicago, IL Sep 09, 2015 $60,000

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Top Skills for An Infrastructure Analyst

DesktopSupportComputerHardwareLaptopComputersPCWindowsXPNetworkPrintersRemoteDesktopActiveDirectoryCustomerServiceTroubleshootSetupTechnicalSupportBackupAssetManagementSccmDataMigrationVPNOSEndUserLotusNotes

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Top Infrastructure Analyst Skills

  1. Desktop Support
  2. Computer Hardware
  3. Laptop Computers
You can check out examples of real life uses of top skills on resumes here:
  • Performed technical desktop support on Windows NT and 2000 to various departments within the organization.
  • Assembled and installed parts, testing and operational checks and interconnection of computer hardware systems and peripheral equipment.
  • Replace and upgrade hard drives on laptop computers when necessary.
  • Retained client's old pc for one week before emailing the client to gain permission to wipe the old device.
  • Supported the following technologies: Microsoft Windows XP/Windows 7 operating systems, Microsoft Office 2003/2007/2010 products, and MS Outlook 2003/2010.

Top Infrastructure Analyst Employers