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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
  • $76,962

    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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Operation Support Analyst jobs

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Operation Support Analyst Career Paths

Operation Support Analyst
Analyst Finance Analyst
Assistant Vice President
7 Yearsyrs
Quality Assurance Analyst Senior Business Analyst Senior Manager
Chief Information Officer
11 Yearsyrs
Operations Analyst Operations Manager Human Resources Manager
Director Of Human Resources
10 Yearsyrs
Operations Analyst Finance Analyst Senior Manager
Director Of Information
10 Yearsyrs
Quality Assurance Analyst Project Manager Information Technology Project Manager
Information Technology Director
10 Yearsyrs
Technical Services Engineer Project Engineer Information Technology Project Manager
Information Technology Infrastructure Manager
11 Yearsyrs
Support Analyst Systems Administrator
Information Technology Manager
8 Yearsyrs
Technical Services Engineer Service Engineer Information Technology Manager
Infrastructure Manager
10 Yearsyrs
Project Manager Program Manager General Manager
Operations Director
9 Yearsyrs
Project Manager Construction Manager
Operations Manager
7 Yearsyrs
Support Analyst Business Analyst Project Manager
Program Manager
8 Yearsyrs
Network Technician Systems Administrator Information Technology Manager
Senior Information Technology Manager
10 Yearsyrs
Business Analyst Senior Consultant
Senior Manager
10 Yearsyrs
Business Analyst Project Manager
Senior Project Manager
12 Yearsyrs
Analyst Business Analyst Senior Systems Analyst
Senior Software Engineer
6 Yearsyrs
Network Technician Information Technology Manager Director Of Information
Vice President Of Information Technology
12 Yearsyrs
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Average Length of Employment
Staff Analyst 3.8 years
Systems Analyst 3.4 years
Senior Analyst 3.3 years
Computer Analyst 3.3 years
Systems Support 3.1 years
PC Support Analyst 3.0 years
Technical Analyst 2.8 years
Support Lead 2.7 years
Operations Analyst 2.7 years
Analyst 2.4 years
Support Analyst 2.3 years
Support Specialist 2.3 years
Deployment Analyst 2.2 years
Support 2.0 years
NOC Analyst 1.9 years
Top Employers Before
Consultant 5.2%
Analyst 4.7%
Internship 4.2%
Specialist 4.0%
Manager 3.7%
Top Employers After
Analyst 6.0%
Consultant 4.0%

Operation Support Analyst Demographics

Gender

Male

53.9%

Female

43.8%

Unknown

2.2%
Ethnicity

White

76.6%

Hispanic or Latino

11.2%

Asian

8.5%

Unknown

2.4%

Black or African American

1.2%
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Languages Spoken

Spanish

61.8%

French

11.8%

Arabic

5.9%

Turkish

2.9%

Wolof

2.9%

Amharic

2.9%

Hindi

2.9%

Cantonese

2.9%

Mandarin

2.9%

Bengali

2.9%
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Operation Support Analyst Education

Schools

University of Phoenix

19.8%

Southern New Hampshire University

8.5%

University of Maryland - University College

7.5%

Strayer University

6.6%

American InterContinental University

4.7%

Western Governors University

4.7%

Roosevelt University

3.8%

University of Texas at San Antonio

3.8%

Georgia State University

3.8%

Community College of the Air Force

3.8%

Houston Community College

3.8%

University of Washington

3.8%

Montreat College

3.8%

Kaplan University

3.8%

Northern Virginia Community College

3.8%

Wayne State University

2.8%

University of North Texas

2.8%

George Washington University

2.8%

Indiana University - Purdue University Indianapolis

2.8%

University of Arkansas at Little Rock

2.8%
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Majors

Business

28.5%

Computer Science

8.9%

Computer Information Systems

8.1%

Information Technology

7.9%

Accounting

5.6%

Management

5.0%

Finance

4.2%

Information Systems

3.7%

Criminal Justice

3.1%

Management Information Systems

2.9%

Project Management

2.9%

Computer Networking

2.7%

Marketing

2.5%

Psychology

2.3%

Computer Technical Support

2.3%

Computer Engineering

2.1%

Electrical Engineering

1.9%

Environmental Control Technologies/Technicians

1.9%

Sociology

1.9%

Communication

1.7%
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Degrees

Bachelors

41.2%

Other

22.2%

Masters

17.1%

Associate

11.1%

Certificate

5.1%

Diploma

2.0%

Doctorate

0.9%

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

ProceduresHardwareIssuesEnsureComplianceOperationsSupportWindowsXPDataEntryCustomerServiceVendorsTechnicalSupportTroubleTicketsSQLServerMainframeWebDesktopSupportActiveDirectoryRemoteBusinessUnitsUnixProblemResolutionJCL

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Top Operation Support Analyst Skills

  1. Procedures
  2. Hardware Issues
  3. Ensure Compliance
You can check out examples of real life uses of top skills on resumes here:
  • Analyze monitoring alerts and react as required by the documented procedures.
  • Served as 3rd Level point of contact for troubleshooting and resolving software and hardware issues.
  • Perform audit of tracking system errors to ensure compliance with government regulations.
  • Joined the company as an Operations Support Analyst in support of a business unit with 2,000 employees.
  • Provide global technical support for Windows XP and 7, MS Office Suite 2003/2007, and industry specific software and hardware.

Top Operation Support Analyst Employers

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