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Become An Operation Support Analyst

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Working As An Operation Support Analyst

  • Interacting With Computers
  • Getting Information
  • Making Decisions and Solving Problems
  • Updating and Using Relevant Knowledge
  • Communicating with Supervisors, Peers, or Subordinates
  • $84,899

    Average Salary

What Does An Operation Support 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 Operation Support 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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Do you work as an Operation Support Analyst?

Operation Support Analyst Jobs

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Operation Support Analyst Career Paths

Operation Support Analyst
Technical Services Engineer Project Manager Property Manager
Administrative Manager
6 Yearsyrs
Analyst Finance Analyst
Assistant Vice President
7 Yearsyrs
Project Manager Information Technology Project Manager Information Technology Director
Chief Information Officer
11 Yearsyrs
Quality Assurance Analyst Quality Assurance Engineer Senior Software Engineer
Chief Technology Officer
11 Yearsyrs
Project Manager General Manager Account Manager
Client Services Manager
7 Yearsyrs
Information Technology Analyst Systems Administrator Data Analyst
Data Manager
6 Yearsyrs
Manager Technician Network Administrator
Information Systems Manager
6 Yearsyrs
Business Analyst Information Technology Project Manager
Information Technology Director
10 Yearsyrs
Analyst Systems Analyst Systems Administrator
Information Technology Manager
8 Yearsyrs
Quality Assurance Analyst Business Analyst Information Technology Manager
Information Technology Operations Manager
9 Yearsyrs
Information Technology Analyst Information Technology Consultant Information Technology Manager
Information Technology Support Manager
8 Yearsyrs
Support Analyst Business Analyst Information Technology Project Manager
Senior Information Technology Manager
10 Yearsyrs
Business Analyst Senior Consultant
Senior Manager
10 Yearsyrs
Information Technology Specialist Information Technology Manager Information Technology Project Manager
Service Delivery Manager
11 Yearsyrs
Information Technology Specialist Systems Engineer
Systems Manager
7 Yearsyrs
Technical Services Engineer Project Engineer Sales Engineer
Technical Account Manager
7 Yearsyrs
Office Manager General Manager Technician
Technical Manager
7 Yearsyrs
Office Manager Technician Service Technician
Technical Services Manager
7 Yearsyrs
Support Analyst Systems Administrator Information Technology Director
Vice President Of Information Technology
12 Yearsyrs
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Do you work as an Operation Support Analyst?

Help others decide if this is a good career for them

Average Length of Employment
Operations Analyst 2.7 years
Systems Support 2.6 years
Support Analyst 2.3 years
Top Employers Before
Internship 5.4%
Consultant 5.4%
Specialist 4.2%
Analyst 4.2%
Manager 3.5%
Cashier 3.3%
Top Employers After
Analyst 5.9%
Consultant 4.2%
Manager 3.3%

Do you work as an Operation Support Analyst?

Operation Support Analyst Demographics

Gender

Male

54.7%

Female

43.1%

Unknown

2.1%
Ethnicity

White

58.1%

Hispanic or Latino

16.2%

Black or African American

12.4%

Asian

9.2%

Unknown

4.1%
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Foreign Languages Spoken

Spanish

63.4%

French

9.8%

Arabic

4.9%

Turkish

2.4%

Wolof

2.4%

Amharic

2.4%

Cherokee

2.4%

Carrier

2.4%

Hindi

2.4%

Cantonese

2.4%

Mandarin

2.4%

Bengali

2.4%
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Operation Support Analyst Education

Schools

University of Phoenix

19.7%

Southern New Hampshire University

8.5%

University of Maryland - University College

7.7%

Strayer University

6.0%

Northern Virginia Community College

5.1%

Community College of the Air Force

4.3%

American InterContinental University

4.3%

Western Governors University

4.3%

University of South Florida

3.4%

Roosevelt University

3.4%

University of Texas at San Antonio

3.4%

Webster University

3.4%

Pennsylvania State University

3.4%

Georgia State University

3.4%

Houston Community College

3.4%

University of Southern Mississippi

3.4%

University of Washington

3.4%

Montreat College

3.4%

Grand Canyon University

3.4%

University of Wisconsin - Platteville

2.6%
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Majors

Business

28.9%

Computer Science

9.4%

Computer Information Systems

8.1%

Information Technology

7.5%

Accounting

5.7%

Management

5.0%

Finance

4.6%

Management Information Systems

3.5%

Information Systems

3.3%

Criminal Justice

3.1%

Project Management

2.9%

Marketing

2.6%

Computer Networking

2.4%

Psychology

2.2%

Computer Engineering

2.0%

Computer Technical Support

2.0%

Electrical Engineering

1.8%

Communication

1.7%

Political Science

1.7%

Graphic Design

1.7%
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Degrees

Bachelors

42.4%

Other

21.2%

Masters

16.6%

Associate

10.9%

Certificate

5.7%

Diploma

1.7%

Doctorate

1.0%

License

0.4%
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Job type you want
Full Time
Part Time
Internship
Temporary

Real Operation Support Analyst Salaries

Job Title Company Location Start Date Salary
IT Operations/Support Analyst Hewlett Packard Enterprise Company Sunnyvale, CA Jan 01, 2016 $149,264 -
$173,861
IT Ops/Support Analyst Hewlett Packard Enterprise Company Sunnyvale, CA Aug 15, 2016 $129,948 -
$183,219
IT Operations/Support Analyst Hewlett Packard Enterprise Company Sunnyvale, CA Jan 01, 2016 $129,742 -
$145,000
IT Operations/Support Analyst Hewlett Packard Enterprise Company Houston, TX Oct 14, 2016 $123,178
IT Operations/Support Analyst Hewlett Packard Enterprise Company Houston, TX Jun 29, 2016 $123,178 -
$126,771
IT Operations/Support Analyst Hewlett-Packard Company Houston, TX Apr 16, 2015 $121,200 -
$123,662
IT Operations/Support Analyst Hewlett-Packard Company Palo Alto, CA Aug 15, 2014 $117,311 -
$168,128
IT Operations/Support Analyst Hewlett-Packard Company Plano, TX Dec 15, 2015 $115,280
IT Ops/Support Analyst Hewlett Packard Enterprise Company Sunnyvale, CA Jun 27, 2016 $112,065 -
$168,514
IT Operations/Support Analyst Hewlett Packard Enterprise Company Sunnyvale, CA Jan 01, 2016 $112,035
IT Operations/Support Analyst Hewlett-Packard Company Southborough, MA Jul 07, 2015 $111,883 -
$125,484
IT Operations/Support Analyst Hewlett-Packard Enterprise Company Houston, TX Jul 18, 2016 $110,926
IT Operations/Support Analyst Hewlett-Packard Company Palo Alto, CA Sep 11, 2011 $110,032 -
$131,260
Support Analyst, Prime, Collateral and Operations RBS Securities Inc. Stamford, CT Aug 11, 2014 $110,000
Senior Operations Support Analyst Enfusion LLC New York, NY Jan 08, 2015 $95,576
Senior Operations Support Analyst Enfusion LLC New York, NY Jun 30, 2015 $95,576
Senior Operations Support Analyst Enfusion LLC New York, NY Aug 21, 2015 $95,576
IT Operations/Support Analyst Hp Enterprise Services, LLC Herndon, VA Aug 20, 2012 $94,183 -
$114,240
AML Systems & Operations Support Business Analyst HSBC Bank USA, N.A. New York, NY Jan 10, 2016 $92,500
IT Operations/Support Analyst Hewlett Packard Enterprise Company Houston, TX Jun 29, 2016 $91,818 -
$124,453
IT Operations/Support Analyst Hewlett Packard Enterprise Company Sunnyvale, CA Jul 27, 2016 $91,666
Derivative Operations Support Analyst RBS Securities Inc. Taylorsville, UT Aug 19, 2013 $90,000
Business Operations Support Analyst American Electric Power Tulsa, OK Mar 10, 2014 $75,000 -
$90,000
Operations Support Analyst Enfusion, LLC Chicago, IL Sep 08, 2014 $75,000
Senior Operations Support Analyst Samsung Telecommunications America, LLC Richardson, TX Apr 13, 2015 $75,000
Senior Operation Support Analyst Samsung Telecommunications America, LLC Richardson, TX Sep 02, 2013 $75,000
IT Operations/Support Analyst Hewlett Packard Enterprise Company Cambridge, MA Sep 14, 2016 $73,715
Operations Support Senior Analyst Citibank, N.A. New Castle, DE Jan 08, 2012 $73,700

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Top Skills for An Operation Support Analyst

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  1. Procedures
  2. Computer
  3. Windows XP
You can check out examples of real life uses of top skills on resumes here:
  • Performed weekly, monthly, and annual system updates/migration submission procedures.
  • Monitor and diagnose computer and peripheral equipment for the purpose of uninterrupted service interruption processing.
  • Provided support for over 4000 Windows servers including Server 2008, Windows XP, Windows 2003, and Windows 2000 servers.
  • Provide technical support in MasterCard's Operations Command Center consisting of routing/switching, tunneling and security operations/engineering.
  • Developed and implemented original fraud procedures and desk references to improve compliance with Fraud Minimum Standards.

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Top 10 Best States for Operation Support Analysts

  1. District of Columbia
  2. Delaware
  3. New Jersey
  4. Massachusetts
  5. California
  6. Alaska
  7. Connecticut
  8. Colorado
  9. Virginia
  10. Rhode Island
  • (601 jobs)
  • (150 jobs)
  • (1,035 jobs)
  • (1,054 jobs)
  • (3,690 jobs)
  • (71 jobs)
  • (406 jobs)
  • (801 jobs)
  • (1,942 jobs)
  • (116 jobs)

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