User Support Technicians

NOC 2282

Description

Technicians in this unit 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 public and private sectors. Technicians in this unit group are also employed by independent technical support companies or they may be self-employed.

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
  • 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.

Other Titles

  • systems support representative
  • software installation technician
  • hardware installation technician
  • help desk technician
  • call centre agent – technical support
  • technical support analyst – systems
  • technical support supervisor
  • computer help desk supervisor
  • computer help desk representative – systems
  • client support representative – systems
  • hardware technical support analyst
  • software technical support analyst

(Government of Canada National Occupation Classification)

Skills

  • Verbal and written communication
  • Critical thinking
  • Technology
  • Attention to detail
  • Data analysis
  • Able to work independently
  • Problem solving
  • Time management

Education/Training Requirements

Ontario Secondary School Diploma (OSSD)

  • Most college/university programs in Ontario require an OSSD or Mature Student Status

Post-secondary diploma/degree

  • 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

  • Certification or training provided by software vendors may be required by some employers

Potential Earnings in Durham Region

The average and median wages and salaries for individuals employed as user support technicians are as follows. Place of Residence (POR) is defined as individuals who reside within the Durham Region. Place of Work (POW) is defined as individuals who are employed within the Durham Region.

Median Wages and Salaries (POR) Average Wages and Salaries (POR) Median Wages and Salaries (POW) Average Wages and Salaries (POW)
$50,337 $50,548 $49,746 $50,635

Employment Prospects

Industry (NAICS) Jobs in Durham Region (POW) Durham Region Residents Employed (POR)
5415 – Computer Systems Design and Related Services 105 235

(Ministry of Advanced Education and Skills Development 2016 data in Durham Workforce Authority’s 2017 Sector Report)

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