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User support technicians (NOC 2282)

High demand occupation
Table of contents
About this job Earnings and Outlook Duties Work environment
Workforce and employment statistics Job requirements Related careers Career paths and resources
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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

Earnings

Annual provincial median salary

$54,142

Source: 2016 Job Bank Wage data

Note:Estimated median employment income based on 2016 Job Bank median hourly wage rate (median annual salary = hourly wage rate x 40 (hours per week) x 52.14 (weeks per year))

Provincial hourly rate

  • High
  • Median
  • Low

Source: 2016 Job Bank Wage Report

B.C. Labour Market Outlook (2017-2027)

Provincial outlook

Forecasted average employment growth rate

  • 2017 - 2022
  • 2022 - 2027

Source: B.C. Labour Market Outlook

Job openings

10 year expected job openings: 3,000

  • 2017
  • 2022
  • 2027

Source: B.C. Labour Market Outlook

Composition of job openings

 
New jobs due to economic growth:
47.5%
1,420 openings
 
Replacement of retiring workers:
52.5%
1,580 openings

Source: B.C. Labour Market Outlook

Regional outlook

Select a region to view regional outlook
Vancouver Island / Coast Mainland / Southwest Thompson-Okanagan Kootenay Cariboo Northeast North Coast & Nechako
Cariboo
Employment in 2017:
60
Average annual employment growth:
0.2%
Expected number of job openings:
20
Kootenay
Employment in 2017:
N/A
Average annual employment growth:
N/A
Expected number of job openings:
N/A
Mainland / Southwest
Employment in 2017:
4,640
Average annual employment growth:
2.2%
Expected number of job openings:
2,350
North Coast & Nechako
Employment in 2017:
N/A
Average annual employment growth:
N/A
Expected number of job openings:
N/A
Northeast
Employment in 2017:
N/A
Average annual employment growth:
N/A
Expected number of job openings:
N/A
Thompson-Okanagan
Employment in 2017:
300
Average annual employment growth:
1.0%
Expected number of job openings:
100
Vancouver Island / Coast
Employment in 2017:
1,150
Average annual employment growth:
1.8%
Expected number of job openings:
530

N/A - Data not available

Source: B.C. Labour Market Outlook

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.

Workforce and employment statistics

Workforce characteristics

5,400 workers are employed
67% of workers are working mostly full time

Source: 2011 National Household Survey

Employment by gender

  Men
  Women

Source: 2011 National Household Survey

Employment by age group

  15 - 24 years
  25 - 44 years
  45 - 64 years
  65+ years

Source: 2011 National Household Survey

Labour force by industry

Professional, Scientific, and Technical Services:
28%
Information, Culture and Recreation:
23%
Public Administration:
9%
Educational Services:
9%
Wholesale Trade1:
8%
View more industry data

Source: 2011 National Household Survey

Note:1Data represents Wholesale and Retail Trade and will be updated when the 2017 data is available from Statistics Canada.

Employment by region

Select your region:
Vancouver Island / Coast Mainland / Southwest Thompson-Okanagan Kootenay Cariboo Northeast North Coast & Nechako
  % employment of this occupation
  % employment of all occupations
Cariboo
Kootenay
Mainland / Southwest
North Coast & Nechako
Northeast
Thompson-Okanagan
Vancouver Island / Coast

Source: 2011 National Household Survey

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
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Profile last updated:
September 27, 2018
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