Key Responsibilities and Required Skills for IT Support Analyst

🎯 Role Definition

The IT Support Analyst provides front-line and second-line technical support to end users, ensuring reliable access to desktop systems, applications, network resources, and cloud services. This role combines incident triage, problem-solving, user training, and documentation to resolve issues quickly, maintain SLAs, and improve the overall IT service experience. Ideal candidates are skilled in Windows and macOS administration, Active Directory and Microsoft 365 management, remote support tools, ticketing workflows, and ITIL-aligned incident processes.

📈 Career Progression

Typical Career Path

Entry Point From:

Help Desk Technician / Service Desk Representative
Desktop Support Technician
Customer Support Specialist with technical aptitude

Advancement To:

Senior IT Support Analyst
Systems Administrator / Systems Engineer
IT Operations Manager / IT Service Manager

Lateral Moves:

Network Technician / Network Administrator
Application Support Analyst / SaaS Support Specialist
Security Operations Analyst (SOC Level 1)

Core Responsibilities

Primary Functions

Serve as the primary point of contact for employees and stakeholders by receiving, prioritizing, and resolving incoming technical support requests through the ticketing system (ServiceNow, JIRA, Zendesk), ensuring accurate categorization and SLA adherence.
Troubleshoot and resolve desktop and laptop hardware faults, including diagnostics, component replacement, firmware updates, and coordination of repairs with vendors or internal procurement.
Provide expert-level troubleshooting for Windows (10/11) and macOS desktops, including OS installation, profile migration, imaging, system updates, and performance optimization.
Manage user account lifecycle activities in Active Directory and Azure AD: create/deactivate accounts, reset passwords, unlock accounts, manage group memberships, and maintain delegated administration controls.
Administer Microsoft 365 (Office 365) services such as Exchange Online, Teams, OneDrive, SharePoint, license management, mailbox permissions, and mailbox migrations.
Configure, support, and troubleshoot VPNs, remote access tools, and network connectivity issues for remote and hybrid users, ensuring secure access and reliable performance.
Diagnose and resolve common network issues at the user level (Wi‑Fi connectivity, IP conflicts, DNS/DHCP issues) and escalate to network engineering when necessary with full incident context.
Deploy, configure, and manage endpoint security solutions, including antivirus/EDR, host-based firewalls, and encryption technologies (BitLocker, FileVault), ensuring compliance with security policies.
Provide tier‑2 support for enterprise applications and SaaS platforms by reproducing issues, collecting logs, coordinating with application teams and vendors, and validating fixes.
Perform routine system maintenance tasks: patch management, software updates, application installs, driver updates, and rolling out OS or application upgrades via configuration management tools (SCCM, Intune).
Operate remote troubleshooting tools (Remote Desktop, AnyDesk, TeamViewer) to resolve incidents quickly and to conduct remote training sessions and demonstrations for end users.
Maintain and update IT asset inventory and configuration management databases (CMDB), including hardware lifecycle tracking, serial numbers, warranty status, and software license allocation.
Create and maintain technical documentation, runbooks, and user-facing knowledge base articles to facilitate self-service and reduce recurring tickets.
Escalate complex incidents to the appropriate technical teams with detailed reproduction steps, collected logs, and impact assessments; track and communicate progress to stakeholders until resolution.
Conduct onboarding and offboarding tasks for employees: provision hardware, configure accounts and email, enroll devices in endpoint management, and ensure secure deprovisioning of access rights.
Lead firmware and peripheral device support (printers, scanners, telephony equipment), coordinating with vendors for maintenance contracts, repairs, and depot returns.
Implement basic automation and scripting (PowerShell, Bash) to streamline repetitive support tasks such as bulk account changes, system health checks, and log collection.
Participate in incident response activities by identifying affected systems, implementing short‑term containment, and supporting post‑incident root cause analysis and remediation recommendations.
Collect and analyze support metrics (ticket volume, resolution times, first-contact resolution, backlog) to identify trends, improve processes, and prepare regular reports for the IT manager.
Provide in-person desktop support and scheduled break/fix visits to regional offices or on-site users, including coordinating travel logistics and ensuring safety/compliance procedures.
Maintain and test backup and recovery procedures for user data and workstation images; assist users with file recovery requests and support basic disaster recovery steps for endpoints.
Assist with IT project work: hardware refreshes, OS migrations, software rollouts, and pilot programs; act as subject matter expert for end user impact and technical feasibility.
Enforce and promote IT security best practices: multi-factor authentication enforcement, phishing awareness, access reviews, and compliance with corporate security policies and regulatory requirements.
Mentor junior support staff and provide training sessions for new hires, interns, or cross-functional teams on standard tools, processes, and troubleshooting techniques.

Secondary Functions

Contribute to continuous improvement initiatives by proposing process enhancements, automation opportunities, and knowledge base expansions to reduce ticket volume and mean time to resolution.
Participate in change control and release management processes by validating changes in test environments and supporting production rollouts with rollback plans.
Support procurement and vendor management activities, including evaluating quotes, tracking orders, and coordinating returns and warranties.
Assist in performing periodic IT audits and compliance checks (software licensing, security controls, asset disposition) and prepare evidence for internal or external auditors.
Provide after‑hours and on‑call support coverage as required for critical incidents, scheduled maintenance windows, and urgent escalations.

Required Skills & Competencies

Hard Skills (Technical)

Strong troubleshooting skills for Windows 10/11 and macOS operating systems, including imaging, driver and update management.
Active Directory and Azure AD administration: user and group management, GPO basics, account provisioning/deprovisioning.
Microsoft 365 (Exchange Online, Teams, OneDrive, SharePoint) administration and common tenant-level tasks.
Experience with ticketing and ITSM platforms (ServiceNow, Jira Service Desk, Zendesk) and ITIL-aligned incident change workflows.
Networking fundamentals: TCP/IP, DNS, DHCP, VPN, Wi‑Fi troubleshooting and basic switch/router configuration knowledge.
Endpoint management and deployment tools such as Microsoft Endpoint Manager (Intune), SCCM/ConfigMgr, Jamf, or equivalent MDM solutions.
Endpoint security and EDR tools (CrowdStrike, SentinelOne, Symantec, Microsoft Defender) and basic security incident triage.
Remote access and support tools (Remote Desktop, AnyDesk, TeamViewer, LogMeIn) and secure remote troubleshooting best practices.
Hardware diagnostics and repair experience for desktops, laptops, peripherals and mobile devices, including warranty/vendor claim processes.
Basic scripting and automation (PowerShell, batch scripting) to automate common support tasks and bulk administrative changes.
Familiarity with cloud platforms (Azure, AWS) and SaaS application support (Salesforce, Zoom, Slack) for user-level issues.
Backup/restore solutions and workflows for user data and system images.
Experience with printing technologies and print server administration.

Soft Skills

Exceptional customer service and communication skills: clear, patient, and professional with end users across all levels.
Strong problem‑solving and analytical thinking with a methodical approach to root cause identification.
Time management and prioritization skills to manage multiple concurrent incidents and requests while meeting SLAs.
Team player who collaborates with cross-functional IT teams, vendors, and business stakeholders.
Ability to create clear technical documentation and knowledge articles for both technical and non‑technical audiences.
Adaptability and willingness to learn new technologies in a changing IT environment.
Attention to detail and a strong sense of ownership and follow-through on assigned tasks.

Education & Experience

Educational Background

Minimum Education:
High school diploma or equivalent; technical certificates or vocational training in IT are acceptable.

Preferred Education:
Associate's or Bachelor's degree in Computer Science, Information Technology, Information Systems, or a closely related field.

Relevant Fields of Study:

Computer Science
Information Systems / Information Technology
Network Administration / Telecommunications
Cybersecurity / Information Assurance
Software Engineering (entry-level acceptable)

Experience Requirements

Typical Experience Range:
1–4 years of hands-on experience in helpdesk, desktop support, or technical support roles.

Preferred:
2–5 years supporting enterprise environments with experience in Active Directory, Microsoft 365, endpoint management, and ticketing systems. Prior experience with ITIL processes, scripting (PowerShell), and involvement in IT project rollouts is highly desirable. Relevant certifications such as CompTIA A+, CompTIA Network+, Microsoft Certified: Modern Desktop Administrator Associate, or ITIL Foundation are a plus.