IT occupation

User Support Technician


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


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


1-2 years


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.


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

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 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.