User support technicians (NOC 2282)

High demand occupation

About this job

User support technicians provide technical support to computer users who are experiencing difficulties with computer hardware, computer applications or communications software.

People in this occupation:

  • work for computer hardware manufacturers and retailers, software developers, call centres, independent technical support companies and information technology units throughout the private and public sectors
  • may work for independent technical support companies or be self-employed
  • have knowledge of a wide range of computer hardware and software systems
  • have excellent communication skills and are able to explain technical details clearly
  • are patient and have strong problem-solving abilities
Common job titles
  • agent, call centre - technical support
  • analyst, technical support
  • deskside support technician
  • representative, computer help desk
  • technician, hardware / softwar installation
  • technician, hardware installation
  • agent, call centre - technical support
  • analyst, technical support
  • deskside support technician
  • PC (personal computer) support analyst
  • representative, computer help desk
  • technician, hardware / softwar installation

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
  • refer to user guides, technical manuals and other documents to find solutions
  • reproduce technical problems encountered by users
  • offer 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
  • supervise other technical support workers

Work environment

User support technicians may provide services 24 hours a day or over an extended work day that includes working shifts.

User support technicians normally work in an office or call centre where they field calls and emails from staff or clients.

The use of well-designed work stations and safe work procedures can minimize the risks of eye, back and hand and wrist strain or injury.

Career paths and resources

Career paths

With experience and training, user support technicians can progress to supervisory positions or move into other fields such as computer programming, interactive media development, web development or systems analysis.

Additional resources

  • Applied Science Technologists and Technicians of British Columbia (ASTTBC)
    www.asttbc.org
  • Canadian Information Processing Society (CIPS) of British Columbia.
    bc.cips.ca
  • Information and Communications Technology Council (ICTC)
    www.ictc-ctic.ca