22221 – User support technicians

Broad Occupation Category

2 - Natural and applied sciences and related occupations.


2 – Occupations usually require a college diploma or apprenticeship training of two or more years; or supervisory occupations

Major Group

22 – Technical occupations related to natural and applied sciences

Broad Occupation Category

222 – Technical occupations related to applied sciences (except engineering)

Broad Occupation Category

2222 – Technical occupations in computer and information systems

Technical occupations in geomatics include aerial survey, remote sensing, geographic information systems, cartographic and photogrammetric technologists and technicians, who gather, analyze, interpret and use geospatial information for applications in natural resources, geology, environmental research and land use planning. Meteorological technologists and technicians observe weather and atmospheric conditions, record, interpret, transmit and report on meteorological data, and provide weather information to the agricultural, natural resources and transportation industries and the public. Geomatics technologists and technicians are employed by all levels of government, utilities, mapping, computer software, forestry, architectural, engineering and consulting firms and other related establishments. Meteorological technologists and technicians are employed by all levels of government, the media, natural resources, utilities and transportation companies and consulting firms.

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Example Titles

  • Call centre agent - technical support

  • Client support representative - systems

  • Computer help desk representative - systems

  • Computer help desk supervisor

  • Hardware installation technician

  • Hardware technical support analyst

  • Help desk technician

  • Software installation technician

  • Software technical support analyst

  • Systems support representative

  • Systems technical support analyst

  • Technical support supervisor

  • User support technician

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.

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.