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User support technicians

OaSIS code 22221.00

User support technicians provide first-line technical support to computer users experiencing difficulties with computer hardware and with computer applications and communications software.

Overview

Also known as

  • 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

Main 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.

Additional information

  • Progression to computer programming, interactive media development, Web development or systems analysis is possible with experience.

Similar occupations classified elsewhere

Exclusions:

  • Cybersecurity specialists (21220)
  • Computer systems developers and programmers (21230)
  • Computer network and web technicians (22220)
  • Information systems testing technicians (22222)

NOC hierarchy breakdown

NOC version

NOC 2021 Version 1.0

Broad occupational category

2 – Natural and applied sciences and related occupations

TEER

2 – Occupations usually require a college diploma or apprenticeship training of two or more years; or supervisory occupations

Major group

22 – Technical occupations related to natural and applied sciences

Sub-major group

222 – Technical occupations related to applied sciences (except engineering)

Minor group

2222 – Technical occupations in computer and information systems

Unit group

22221 – User support technicians

Occupational profile

22221.00 – User support technicians

Work characteristics

Work characteristics gathers the various components describing the work environment of each occupation, such as employers, work activities, and the work context. Each category displays up to 10 descriptors in descending order based, firstly, on their attributed ratings by the level of complexity (for Work Activities) or other measurement dimensions (for Work Context), and secondly, in alphabetical order. The whole list of descriptors and their ratings can be expanded at the bottom of each page.

Work Activities

Proficiency or complexity level
Electronic Maintenance
4 - High Level
Interacting with Computers
4 - High Level
Applying New Knowledge
3 - Moderate Level
Clerical Activities
3 - Moderate Level
Communicating with Coworkers
3 - Moderate Level

Work Context

Structural Job Characteristics

Structured versus Unstructured Work
Degree of freedom to determine tasks and priorities
3 - Moderate amount of freedom
Work Week Duration
Worked hours in a typical week
2 - Between 35 to 40 hours

Physical Work Environment

Physical Proximity
Physical distance from others
3 - Somewhat close (e.g. share office)

Physical Demands

Sitting
Duration
4 - More than half the time
Standing
Duration
2 - Less than half the time
Bending or Twisting the Body
Duration
1 - Very little time

Interpersonal Relations

Contact with Others
Frequency
4 - Every day, a few times per day
Duration
4 - More than half the time
Work with Work Group or Team
Importance
3 - Important
Frequency
4 - Every day, a few times per day

Workplaces/employers

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

Skills and abilities

This section displays the various competencies required for an occupation. Each category displays up to 10 descriptors in descending order based, firstly, on their attributed ratings by the level of proficiency (for Skills and Abilities) or importance (for Personal Attributes) and secondly, in alphabetical order. The whole list of descriptors and their ratings can be expanded at the bottom of each page.

Abilities

Proficiency or complexity level
Colour Perception
3 - Moderate Level
Finger Dexterity
3 - Moderate Level
Fluency of Ideas
3 - Moderate Level
Inductive Reasoning
3 - Moderate Level
Information Ordering
3 - Moderate Level

Skills

Proficiency or complexity level
Oral Communication: Active Listening
4 - High Level
Repairing
4 - High Level
Troubleshooting
4 - High Level
Critical Thinking
3 - Moderate Level
Digital Literacy
3 - Moderate Level

Personal Attributes

Importance
Attention to Detail
5 - Extremely important
Analytical Thinking
4 - Highly important
Collaboration
4 - Highly important
Independence
4 - Highly important
Active Learning
3 - Important