IT occupation
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 QUALIFICATION
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.
REGULATION AND CERTIFICATION
This occupation is regulated in some parts of Canada. Job seekers may need to get a certification from a regulatory authority before they start working.
- Information Technology — Contact Centre Technical Support Agent – Regulated by Ontario College of Trades
- Information Technology — Hardware Technician – Regulated by Ontario College of Trades
Competency Areas
Area 1: Business Analysis and Management
Area 2: Design and Architecture
Area 3: Development and Implementation
Area 4: Testing and Quality Assurance
Area 5: Security and Standards
Area 6: Administration and Support
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.
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.
The individual has the knowledge and experience to carry out complex tasks confidently and consistently, without any supervision. They apply specialized knowledge to design and implement strategies, while also providing guidance and supervision to others.
Ready to begin?
This self-assessment should take approximately 10-15 minutes.
