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
- $28.21
- Maximum
- $43.27
Job prospects for 2022-2026
sr.comparaison-region.titre
Job prospects for 2022-2026
Job prospects
All of Québec
All of Québec
Total jobs for 2021
All of Québec
All of Québec
Gender distribution
All of Québec
- 22% Female
- 78% Male
- 22% Female
- 78% Male
Job types
All of Québec
- Full time
- Part time
- Full time
- Part time
Yearly wage on 2015
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 541520% of jobs
-
NAICS 5117% of jobs
-
NAICS 919% of jobs
-
NAICS 55, 568% of jobs
-
NAICS 617% of jobs
-
Others39% of jobs
All of Québec
-
NAICS 541520% of jobs
-
NAICS 5117% of jobs
-
NAICS 919% of jobs
-
NAICS 55, 568% of jobs
-
NAICS 617% 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: 58.4%
37.5% 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.
Note about CNP
Occupational information is provided based on the National Occupational Classification (NOC) 2016. The 5-digit code of the NOC 2021 is shown in parentheses for information purposes only for occupations that correspond to those of NOC 2016.
Official name of the NOC 2282 (22221)
User support technicians
Job titles
- Call centre agent - technical support
- Technical support analyst - systems
- Technical support supervisor
- Help desk technician
- User support technician
- Technical help desk agent
- Help desk analyst - systems
- Personal computer (pc) support analyst
- Software technical support analyst
- Hardware technical support analyst
- Computer help desk representative - systems
- Client support representative - systems
- Systems support representative
- Computer help desk supervisor
- Deskside support technician
- Software installation technician
- Hardware installation technician
Skill type
Natural and applied sciences and related occupations
Last update: April 28, 2023
