User support technicians
provide technical support to users experiencing difficulties with computer hardware, computer applications and communications software.
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Full NOC Description
User support technicians provide first-line technical support to computer users experiencing difficulties with computer hardware and with computer applications and communications software. They are employed by computer hardware manufacturers and retailers, software developers, in call centres and in information technology units throughout the public and private sectors. They are also employed by independent technical support companies or they may be self-employed.
Main Duties
This group performs some or all of the following duties:
- Communicate electronically and in person with computer users experiencing difficulties to determine and document problems experienced
- Consult user guides, technical manuals and other documents to research and implement solutions
- Reproduce, diagnose and resolve technical problems encountered by users
- Provide advice and training to users in response to identified difficulties
- Provide business systems, network and Internet support to users in response to identified difficulties
- Collect, organize and maintain a problems and solutions log for use by other technical support analysts
- Participate in the redesign of applications and other software
- May supervise other technical support workers in this group.
Also Known As
- call centre agent - technical support
- client support representative - systems
- computer help desk representative - systems
- computer help desk supervisor
- hardware installation technician
Employment Requirements
- Completion of a college program in computer science, computer programming or network administration is usually required.
- College or other courses in computer programming or network administration are usually required.
- Certification or training provided by software vendors may be required by some employers.
Provincial Regulation
Not Provincially Regulated
The following graph shows the percentage of men and women working in this occupation in New Brunswick.
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The following graph shows the breakdown of all persons working in this occupation in New Brunswick by age group.
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The following graph shows the breakdown of all persons working in this occupation in New Brunswick by highest level of education achieved.
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The following graph shows the industry groups in which the largest shares of persons working in this occupation in New Brunswick are employed. Small percentages for all top three industry groups may suggest employment for this occupation is widely distributed amongst many industry groups.
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The following graph shows the breakdown of all persons employed in this occupation in New Brunswick by which economic region they reside in.
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Economic Regions
The following map displays New Brunswick’s five economic regions. An economic region (ER) is a grouping of counties, created as a standard unit for analysis of regional economic activity across Canada.
The following graph shows the average salary of all persons employed in this occupation in each of New Brunswick’s five economic regions.
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Economic Regions
The following map displays New Brunswick’s five economic regions. An economic region (ER) is a grouping of counties, created as a standard unit for analysis of regional economic activity across Canada.
The following represents the median hourly wage of all persons employed in this occupation in each of New Brunswick’s five economic regions.
The following shows the average salary of everyone who worked full-time and year-round in this occupation across each of the Atlantic Provinces and nationally.
The following represents the number of job openings that are expected to occur in this occupation over the next three and ten years respectively, broken down by openings expected to result from growth (“new jobs”) and openings expected to result from attrition (death and retirements).
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