User support technicians
High opportunity occupation
Career Overview
User support technicians provide technical support to computer users who are experiencing difficulties with computer hardware, applications or communications software.
People in this career:
- Work for computer hardware manufacturers and retailers, software developers, call centres and information technology units throughout the private and public sectors
- 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
- May work for independent technical support companies or be self-employed
Job Titles
Duties
In general, user support technicians:
- Provide business systems, network and internet support to users experiencing difficulties
- Diagnose, reproduce and solve technical problems
- Refer to user guides, technical manuals and other documents to find solutions to technical problems
- Offer advice and training to users
- Collect, organize and maintain a problems/solutions log for use by other user support technicians
- Assist with the repair, maintenance and upgrading of computer-related hardware and software
- Communicate electronically or in person
- May provide input on the redesign of applications and other software
Earnings
Earnings is income that workers receive in exchange for their labour. Depending on the type of employment, earnings can be in the form of wages (hourly), salaries (fixed monthly or annual) or self-employed earnings.
Work Environment
# Workers Employed
6,715% Employed Full Time
76%User support technicians may provide services 24 hours a day or over an extended work day that includes shift work. They normally work in an office or call centre where they field calls and emails from staff or clients.
Well-designed work stations and safe work practices can minimize the risks of eye, back, hand and wrist strain or injury from extended computer use.
Career Pathways
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.
Occupational Interests
It’s important to understand what kinds of occupations align with your interests.
For more about occupational interests visit Skills for the Future Workforce > Characteristics.
Here are the top occupational interest(s) for this career profile:
Education, Training and Skills
A diploma or certificate program in computer science, cybersecurity and network support, cybersecurity and network technology, computer programming or network administration is generally required.
Other requirements may include:
- A certificate of training for certain types of software or hardware
- Completion of a post-secondary program and at least two years of industry work experience leading to certification as a technologist or technician with the Applied Science Technologists & Technicians of BC (ASTTBC)
Certification is not mandatory, but it may increase work opportunities.
Education programs in B.C.
Top Skills
Every job calls for a certain set of skills. Knowing those skills is the first step in finding a good career fit.
Here, you will find the 10 most relevant workplace skills. Some are more important to achieving success in a certain career than others. These skills may come naturally to you or you may need to gain them through education, training and experience.
See the list of work-related skills below, ranked in order of importance for this career. Check out the list and see if this career matches your skills—take that first step!
Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
Understanding written sentences and paragraphs in work-related documents.
Talking to others to share information effectively.
Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
Being able to solve novel, ill-defined problems in complex, real-world settings.
Communicating effectively in writing as appropriate for the needs of the audience.
Considering the relative costs and benefits of potential actions to choose the most appropriate one.
Understanding how new information could be used to solve current and future problems in making decisions.
Choosing and using training, instructional methods and procedures appropriate for the situation when learning or teaching new things.
Actively looking for ways to help people.
Labour Market Statistics
Discover data, facts and information that have been gathered and analyzed. Learn about the characteristics of the economy and labour market in B.C.
Employment
Find out about employment types and trends by region and industry.
Employment
6,715Employment by Region
| Region | Employment | % Employment of this Occupation |
|---|---|---|
| Cariboo | 85 | 1.3% |
| Kootenay | 90 | 1.3% |
| Mainland/Southwest | 4,755 | 70.9% |
| North Coast and Nechako | 65 | 1.0% |
| Northeast | 25 | 0.4% |
| Thompson-Okanagan | 505 | 7.5% |
| Vancouver Island/Coast | 1,185 | 17.7% |
Labour Market Outlook
The B.C. Labour Market Outlook is a 10-year forecast of the expected supply and demand for labour in the province. It’s usually updated every year. The purpose is to provide British Columbians with the knowledge to make informed decisions on careers, skills training, education and hiring.
Forecasted Job Openings (2024-2034)
4,040Forecasted Job Openings
Forecasted Employment Growth Rate
Composition of Job Openings
Job Openings by Region (2024-2034)
| Region | Job Openings | Avg. Annual Employment Growth |
|---|---|---|
| Cariboo | 10 | -0.2% |
| Kootenay | 40 | 1.4% |
| Mainland/Southwest | 2,980 | 2.5% |
| North Coast and Nechako | 110 | 5.0% |
| Northeast | Not available | Not available |
| Thompson-Okanagan | 300 | 2.0% |
| Vancouver Island/Coast | 580 | 1.6% |
Industry Highlights
Learn about the opportunities in B.C.'s major industries, including employment trends, earning potential, locations of work and more.
Forecasted Job Openings by Industry
| Industry | Job Openings (2024-2034) |
|---|---|
| Professional, Scientific and Technical Services | 2,480 |
| Information, Culture and Recreation | 290 |
| Educational Services | 230 |
| Public Administration | 210 |
| Retail Trade | 160 |
Insights from Industry
Demand is strong for individuals who can efficiently troubleshoot computer hardware, software and networking-related issues, as all businesses rely heavily on these systems.
Demand is especially high for people who have knowledge and experience in cybersecurity principles and threats.
Resources
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Applied Science Technologists and Technicians of BC (ASTTBC)www.asttbc.org
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Canadian Information Processing Society (CIPS) of British Columbiabc.cips.ca
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Information and Communications Technology Councilwww.ictc-ctic.ca
Career Videos
Watch the video below to see a day in the life of a user support technician.
Watch the video below to see a day in the life of a user support technician.
