Job description Technical Support Specialist – Information Technology (IT) in the Edmonton Region

Find out what work is like for a technical support specialist – information technology (IT) in Canada. This work description is applicable to all User support technicians (NOC 22221).

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.

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

Physical demands

Physical demands are the physical activities that the job requires the worker to do. Physical demands are selected according to the likeliness that workers will have to perform them for at least half of the time they spend at work.

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)

Work environment

The work environment refers to the physical setting in which people work. The characteristics and conditions of the work environment are selected according to the likeliness that workers will be exposed to them at least once a week.

Physical proximity from others

Physical proximity from others refers to the physical distance between individuals in the workplace. The likeliness that the job requires to perform tasks while being physically close to other people is rated on a scale with 3 levels: "Somewhat close", "Close" and "Very close".

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

Similar occupations

This section lists other occupations that are part of the same broad occupational category as User support technicians in the National Occupational Classification (NOC). These occupations involve similar core qualifications but involve different responsibilities. To see more similar occupations, use the Job Transition Tool.

Sources Occupational and Skills Information System & National Occupational Classification

Labour Market Information Survey
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