IT Career Roadmap (L0 to Admin)

Table of Contents

Foundations

Goal: understand how computers, networks, and basic IT concepts work

What is hardware vs. software
Operating systems basics (Windows, macOS, Linux overview)
What is a network: LAN, WAN, IP address, router, switch
Basic terminology: server, client, ticket, helpdesk

↓

Help Desk / L1 Support

Goal: resolve common end-user issues, escalate what you can’t fix

TCP/IP, DNS, DHCP, OSI model basics
Ticketing systems (ServiceNow, Jira Service Management)
Windows/macOS troubleshooting (login issues, printer issues, slow performance)
Account/password resets (Active Directory basics)
Hardware basics: laptops, docking stations, peripherals

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Desktop / Technical Support (L2)

Goal: handle escalated issues, manage devices and software at scale

Active Directory: groups, OUs, Group Policy basics
Remote support tools (Citrix, RDP, remote management)
Mobile Device Management (MDM) for iOS/Android
Hardware rollout, imaging, asset management
VoIP / telephony systems support
Basic networking: VLAN, VPN, switches/routers configuration awareness

↓

Infrastructure / Systems Support (L3)

Goal: manage servers, infrastructure, and complex escalations

Windows Server administration (installation, roles, DNS/DHCP server config)
Active Directory administration: domain controllers, replication, security groups
Server monitoring, patching, backups
Network infrastructure: firewalls, VLANs, routing configuration
Cloud basics: AWS/Azure fundamentals (IAM, VMs, storage)

↓

Admin

System / IT Administrator

Goal: design, secure, and maintain the overall IT environment

Active Directory architecture, Group Policy strategy, security hardening
Server infrastructure planning (on-premise + cloud/hybrid)
Identity & access management (IAM), security compliance
Automation/scripting (PowerShell, Bash) for repetitive tasks
Disaster recovery, backup strategy, infrastructure documentation
Vendor management, budgeting for IT infrastructure

How to Use This Roadmap

Each level builds on the previous one. If you’re preparing for an L1 IT Support role (like an Amazon ITS Support Associate position), focus on the L0 and L1 sections – they cover what’s typically tested in interviews. As you gain experience, the L2/L3 topics become relevant for career growth toward IT Administrator roles.