User support technicians – NOC : 2282

Unit Group

2282 User support technicians

Technicians in this group provide first-line technical support to computer users experiencing difficulties with computer hardware and with computer applications and communications software. They are employed by computer hardware manufacturers and retailers, software developers, in call centres and in information technology units throughout the private and public sectors. Technicians in this group are also employed by independent technical support companies or they may be self-employed.

Example Titles

call centre agent – technical support

client support representative – systems

computer help desk representative – systems

computer help desk supervisor

hardware installation technician

hardware technical support analyst

help desk technician

software installation technician

software technical support analyst

systems support representative

technical support analyst – systems

technical support supervisor

user support technician

View all titles

Main duties

User support technicians perform some or all of the following duties:

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
Emulate or reproduce 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.

Employment requirements

Completion of a college program in computer science, computer programming or network administration is usually required.
College or other courses in computer programming or network administration are usually required.
Certification or training provided by software vendors may be required by some employers.

Additional information

Progression to computer programming, interactive media development, Web development or systems analysis is possible with experience.

Classified elsewhere

Computer network technicians (2281)
Computer programmers and interactive media developers (2174)
Information systems analysts and consultants (2171)
Information systems testing technicians (2283)