Job description Software Technical Support Analyst near Kelowna (BC)

Find out what work is like for a software technical support analyst in Canada. This work description is applicable to all User support technicians (NOC 22221).

User support technicians


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.

Job 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.

Job titles

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

Related occupations

Source National Occupational Classification

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