User support technicians

Strong job outlook

Overview

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.

This group performs some or all of the following duties:

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.
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

Job titles

application support analyst
call centre agent - technical support
client support representative - systems
computer help desk representative - systems
computer help desk supervisor
computer technician

Employment prospects

Source: BC Labour Market Outlook 2023 edition

Annual salary

Low

$42,108

Median

$64,174

High

$100,276

Job openings

Use this interactive map to explore job openings in different regions across B.C.

Strong job outlook

British Columbia

1,869

expected job openings (5-year forecast)

Education and training

Employment requirements

Certification or training provided by software vendors may be required by some employers.
College or other courses in computer programming or network administration are usually required.
Completion of a college program in computer science, computer programming or network administration is usually required.

Additional information

Progression to computer programming, interactive media development, Web development or systems analysis is possible with experience.

Certification requirements

Optional: The following certification are optional to practice as User support technicians in B.C.

Applied Science Technologists and Technicians of BC Registration - User Support Technician

Applied Science Technologists and Technicians of BC Registration - User Support Technician

Confirm with the certifying body that your intended program qualifies you for this certification. To practice as a user support technician in B.C., you may choose to register with Applied Science Technologists and Technicians of British Columbia. Eligibility is achieved through completion of an accredited diploma program and 24 months of progressive work experience, 12 of which must be at the technologist profile or higher in a Canadian work environment.

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