Job description User Support Technician near Toronto (ON)

Find out what work is like for an user support technician 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.

Work week duration

User support technicians usually work between 35 to 40 hours per week.
Between 35 to 40 hours

Job duties

Here are some of the main activities and tasks that User support technicians have to perform, and some of the physical demands they involve:

  • 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.

Physical demands Help - Physical Demands

  • Sitting

Workplaces and employers

Here are the typical workplaces where User support technicians are employed and some of their main characteristics:

  • Independent technical support companies
  • Self-employed
  • Call centres
  • Information technology departments in the private and public sectors
  • Computer hardware manufacturers and retailers
  • Software development companies

Work environment Help - Physical Work Environment

  • Indoors, environmentally controlled

Physical proximity from others Help - Physical proximity from others

  • Somewhat close (e.g. share office)

Related job titles

Here are some other related job titles that are found in the same occupational category (NOC 22221), and a list of similar occupations:

  • 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

Similar occupations Help - Similar occupations

Sources Occupational and Skills Information System & National Occupational Classification

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