Job description User Support Technician near Vancouver (BC)

Find out what work is like for an user support technician in Canada. This work description is applicable to all User support technicians (NOC 2282).

User support technicians

Description

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

  • This group performs 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.

Job titles

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