User Support Technicians

(NOC 2282)

Career Description

User support technicians provide first-line technical support to computer users experiencing difficulties with computer hardware and with computer applications and communications software.

Duties May Include

  • Communicate electronically and in person with computer users experiencing difficulties to determine and document problems experienced
  • Consult user guides, technical manuals and other documents to research and implement solutions
  • Reproduce, diagnose and resolve technical problems encountered by users
  • Provide advice and training to users in response to identified difficulties
  • Provide business systems, network and Internet support to users in response to identified difficulties
  • Collect, organize and maintain a problems and solutions log for use by other technical support analysts
  • Participate in the redesign of applications and other software
  • May supervise other technical support workers in this group.

Examples of Titles

Call centre agent - technical support
Client support representative - systems
Computer help desk representative - systems
Hardware installation technician
Hardware technical support analyst
Help desk technician
Software installation technician
Software technical support analyst
Systems support representative
Technical support analyst - systems

Where They Work

User support technicians are employed by computer hardware manufacturers and retailers, software developers, in call centres and in information technology units throughout the public and private sectors. They are also employed by independent technical support companies or they may be self-employed.

Here are some schools that have programs related to this career:

Algonquin College
Ottawa, Ontario, CA

Related Program(s):
Computer Programming Diploma; Co-op
Computer Systems Technician - Networking Diploma; Co-op
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Centennial College
Toronto, Ontario, CA

Related Program(s):
Computer Systems Technician - Networking Diploma; Online
Computer Systems Technology – Networking Diploma; Co-op; Online; Advanced
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Bow Valley College
Calgary, Alberta, CA

Related Program(s):
Software Development Diploma Diploma; University Transfer
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Canadore College
North Bay, Ontario, CA

Related Program(s):
Computer Programmer Analyst Diploma; Advanced
Computer Systems - Networking Technician Diploma
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University of Regina
Regina, Saskatchewan, CA

Related Program(s):
Computer Science Diploma Diploma
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Modified on February 21, 2020