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NOC 2282 User support technicians

Example Titles
call centre agent – technical support
client support representative – systems
computer help desk representative – systems
computer help desk supervisor
deskside support technician
hardware installation technician
hardware technical support analyst
help desk analyst – systems
help desk technical agent
help desk technician
personal computer (PC) support analyst
software installation technician
software technical support analyst
systems support representative
systems technical support analyst
technical help desk agent
technical support analyst – systems
technical support supervisor
user support technician

Lead statement
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.

Main 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 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.

Source: Canada website