22221 – User support technicians
Lead statement
User support technicians provide first-line technical support to computer users experiencing difficulties with computer hardware and with computer applications and communications software.
Main 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.
Example job titles
client support representative - systems · hardware technical support analyst · help desk analyst · help desk technician · personal computer (PC) support analyst · software technical support analyst · technical support supervisor · systems technical support analyst · call centre agent - technical support · computer help desk supervisor · help desk technical agent · technical help desk agent · hardware installation technician · software installation technician · systems support representative · user support technician · computer help desk representative - systems · deskside support technician · information technology (IT) support analyst · desktop support analyst · computer technician · application support analyst · technical support specialist – information technology (IT) · technical support representative · technical support analyst · technical support agent · service desk analyst · information technology (IT) support technician · help desk specialist
Wages (per hour)
| Province / territory | Low | Median | High |
|---|---|---|---|
| Canada | $20.50 | $31.47 | $49.00 |
| Newfoundland and Labrador | $22.60 | $32.05 | $45.79 |
| Nova Scotia | $19.00 | $26.00 | $41.60 |
| New Brunswick | $18.50 | $27.69 | $40.87 |
| Quebec | $22.00 | $30.77 | $46.15 |
| Ontario | $20.00 | $33.00 | $51.28 |
| Manitoba | $16.25 | $26.15 | $44.08 |
| Saskatchewan | $19.96 | $32.00 | $43.34 |
| Alberta | $20.19 | $30.00 | $57.69 |
| British Columbia | $21.06 | $33.65 | $48.72 |
Source: Job Bank wages, 2025 release (ESDC). Low and high are the 10th and 90th percentiles.
Occupation details: ESDC OaSIS 2025, based on NOC 2021.