User Support Technician

Job description:

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

Minimum Educational Qualifications:

A diploma, certificate program, or bachelor’s degree, usually in computer science, computer programming or network administration is typically required.

Experience:

1-2 Years

Career Progression:

With experience and training, User Support Technicians can progress to supervisory positions as User Support/Help Desk Managers or move into other fields such as computer programming, cyber security, interactive media development, web development or systems analysis.

About the Assessment Tool:

The platform measures skills that are organized around 6 general areas of competence: Business Analysis and Management, Design and Architecture, Development and Implementation, Testing and Quality Assurance, Security and Standards, and Administration and Support. Not all sections within these competencies are relevant to the chosen occupation as there are several common – and some unique – competencies for each of the 5 occupations.

The user is asked to select their proficiency level as it relates to the stated competency. There are three proficiency levels to choose from: Levels 1, 2, and 3. 

Level 1: Basic Level
The individual has some knowledge and experience to carry out standard, routine tasks under supervision. They can follow instructions, complete assigned tasks, manage their work, and assist other colleagues.

Level 2: Intermediate Level
The individual has the knowledge and experience to carry out both standard and non-standard tasks with minimal supervision. They can plan activities, make key decisions and work independently.

Level 3: Advanced Level
The individual has the knowledge and experience to carry out complex and specialized tasks confidently and consistently without any supervision. They apply specialized knowledge to design and implement strategies and provide guidance and supervision on the activity to others. 

These levels are related to job proficiency and do not describe learning levels that are usually associated with training programs or the levels indicated in specific IT certificates or certifications. In addition, these levels do not link to organizational hierarchical levels that define competency levels based on responsibilities and accountabilities. 

The results also show the criticality ratings for each competency. This describes the relative value or importance of each competency as identified by employers, HR professionals, and subject matter experts. Typically, the size of the organization, business or industry type, the specific skill and demand gap, etc. may influence the value/importance of each competency identified. The criticality rating may be based on the need and requirement for the specific job in question. Not Applicable means that a particular competency is not currently necessary for an individual to perform their job effectively. Desirable means that a particular competency would be beneficial, but not essential, for an individual to perform their job effectively. Essential means that a particular competency is necessary for an individual to perform their job effectively.

The following table outlines the recommended proficiency levels across the six competency areas based on primary and secondary research and the criticality ratings for each competency.