National Occupation Code (NOC): 22221

User support technicians 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 public and private sectors. They are also employed by independent technical support companies or they may be self-employed.

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Job Duties for User support technicians

• 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.

Alternate Job Titles

• Application Support Analyst
• Call Centre Agent - Technical Support
• Client Support Representative - Systems
• Computer Help Desk Representative - Systems
• Computer Help Desk Supervisor
• Computer Technician
• Deskside Support Technician
• Desktop Support Analyst
• Hardware Installation Technician
• Hardware Technical Support Analyst
• Help Desk Analyst - Systems
• Help Desk Specialist
• Help Desk Technical Agent
• Help Desk Technician
• Information Technology (IT) Support Analyst
• Information Technology (IT) Support Technician
• Personal Computer (PC) Support Analyst
• Service Desk Analyst
• Software Installation Technician
• Software Technical Support Analyst
• Systems Support Representative
• Systems Technical Support Analyst
• Technical Help Desk Agent
• Technical Support Agent
• Technical Support Analyst
• Technical Support Representative - Information Technology (IT)
• Technical Support Specialist - Information Technology (IT)
• Technical Support Supervisor
• User Support Technician