User Support Technicians
Job description
These individuals provide assistance to users who are experiencing computer difficulties. They are self-employed or work for:
- Manufacturers and retailers of computer equipment
- Software developers
- Call centres
- Private and public sector computer services
- Technical support companies
Environment
- Controlled ambient temperature
Main tasks
- Identify and document problems encountered by users.
- Identify and implement solutions by referring to user guides and technical manuals.
- Advise and train users in response to difficulties encountered.
- Provide support to users of administrative, network, and Internet systems.
- Maintain a log documenting problems and solutions.
- Participate in writing specifications for applications or software.
- Supervise staff, as required.
Advancement and mobility
- Experience leads to various positions (programming, web development, systems analysis, etc.).
Hourly wage
The hourly wage is calculated by averaging wages from 2020 to 2022.- Minimum
- $18.00
- Median
- $28.00
- Maximum
- $41.76
Job prospects for 2023-2027
sr.comparaison-region.titre
Job prospects for 2023-2027
Job prospects
All of Québec
All of Québec
Total jobs for 2022
All of Québec
All of Québec
Gender distribution
All of Québec
- 22.7% Female
- 77.3% Male
- 22.7% Female
- 77.3% Male
Job types
All of Québec
- Full time
- Part time
- Full time
- Part time
Yearly wage on 2020
All of Québec
All of Québec
Other characteristics
All of Québec
- Non traditional for women
- None
All of Québec
- Non traditional for women
- None
Sectors of activity
All of Québec
-
NAICS 541522% of jobs
-
NAICS 5116% of jobs
-
NAICS 9110% of jobs
-
NAICS 618% of jobs
-
NAICS 521, 522, 523, 5265% of jobs
-
Others39% of jobs
All of Québec
-
NAICS 541522% of jobs
-
NAICS 5116% of jobs
-
NAICS 9110% of jobs
-
NAICS 618% of jobs
-
NAICS 521, 522, 523, 5265% of jobs
-
Others39% of jobs
Training and requirements
Formation
Secondary
DVS in soutien informatique
Placement rate: 72.5%
18.3% of graduates pursue further studies
College
DCS in computer Science Technology
Placement rate: 61.5%
32.4% of graduates pursue further studies
Sometimes required
- Experience in computer programming may be an asset.
- Proficiency in a third language may be an asset.
- Certification or training provided by software vendors may be required.
Main skills and characteristics
Skills
- Data collection
- Reading comprehension
- Active listening
- Oral expression
- Critical thought
- Solving complex problems
- Written expression
- Information processing
- Judgment and decision-making
- System analysis
- Active learning
- Teaching
- Result evaluation
- Time management
- Service oriented
Abilities
- Written comprehension
- Oral comprehension
- Verbal skills
- Near vision
- Speech clarity
- Information organization
- Written expression
- Deductive reasoning
- Speech recognition
- Awareness of issues
- Inductive reasoning
- Digital dexterity
- Classification
- Idea generation
Knowledge and attributes
- Critical thinking
- Autonomy
- Spoken and written bilingualism (French and English)
- Knowledge of customer and personalized services
- Honesty
- Capacity to work in a team
- Rigour
- Knowledge of computer science, digital and electronics
- Vitality
- Commitment to quality
Interests
- Work in sales or client service
- Work in computer science or information and communication technologies (ICT)
- Assist and advise
Personality profiles (RIASEC)
- Investigative
- People with this profile prefer relying on theoretical knowledge before acting. They like observation, analysis and problem solving.
- Realistic
- People with this profile prefer carrying out concrete tasks and being physically involved in what they do.
- Conventional
- People with this profile prefer specific, well-defined tasks. They like to respect the order of things and follow established rules.
Official name of the NOC 22221
User support technicians
Job titles
- Call centre agent - technical support
- Systems technical support analyst
- Technical support supervisor
- Help desk technician
- Deskside support technician
- User support technician
- Technical support agent
- Help desk technical agent
- Help desk analyst
- Service desk analyst
- Desktop support analyst
- Personal computer (pc) support analyst
- Application support analyst
- Information technology (it) support analyst
- Technical support analyst
- Software technical support analyst
- Hardware technical support analyst
- Computer help desk representative - systems
- Client support representative - systems
- Systems support representative
- Technical support representative
- Help desk specialist
- Technical support specialist – information technology (it)
- Computer help desk supervisor
- Computer technician
- Software installation technician
- Hardware installation technician
- Information technology (it) support technician
Skill type
Natural and applied sciences and related occupations
Last update: February 14, 2024