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#22221 - User support technicians

NOC Version: NOC 2021 Version 1.0

Position Summary for NOC 22221 – User support technicians

NOC 22221 in Canada refers to User Support Technicians, professionals who provide first-line technical support to computer users experiencing difficulties with computer hardware, software, and other computer systems. These technicians typically diagnose and solve technical problems, guide users through step-by-step solutions, and may also be involved in training users on new computer hardware and software.

Another thing about these professional is that they play a crucial role in maintaining the smooth operation of computer systems within various occupations, including government roles where reliable access to information is essential. As analysts of technical issues, they not only respond to immediate problems but also proactively search for potential areas of improvement to prevent future disruptions. Their expertise ensures that users across a broad spectrum of professions have the support and training necessary to effectively utilize technology, thereby enhancing overall productivity and information management within their respective fields.

Job Titles for NOC 22221 in Canada

  • Technical Support Specialist
  • Help Desk Technician
  • IT Support Technician
  • Computer Support Technician
  • User Support Analyst
  • Desktop Support Technician
  • IT Help Desk Support
  • Customer Support Technician
  • End User Support Technician
  • IT Service Desk Technician
  • Network Support Technician
  • Hardware Support Technician
  • Software Support Technician
  • Systems Support Officer
  • Computer Help Desk Representative

Main Responsibilities for NOC 22221 in Canada

1. Technical Assistance and User Support

  • Provide immediate technical support and assistance to users experiencing issues with computer systems, software, and hardware, ensuring minimal disruption to job functions across various occupations in Canada.
  • Operate as frontline technicians at help desks, offering step-by-step solutions through phone, email, or in-person interactions to resolve user challenges efficiently.

2. Systems Diagnostics and Problem Resolution

  • Utilize advanced diagnostic tools and techniques to identify the root causes of technical issues in computer systems and network connections, ensuring reliable technology infrastructure for all job roles.
  • Collaborate with network analysts and other IT professionals to troubleshoot complex problems, ensuring a cohesive support structure is in place.

3. Maintenance and System Updates

  • Perform regular maintenance and updates on computer systems and networks to ensure optimal performance and security for users in various government and private sector jobs in Canada.
  • Keep abreast of the latest technology trends and updates to provide informed support and maintain systems in line with current standards.

4. User Training and Documentation

  • Develop and conduct training sessions for users on new systems, software, and technology tools, enhancing the technical skills of employees across different occupations.
  • Create and maintain comprehensive documentation and guides to assist users in troubleshooting common issues independently, reducing the demand on technician resources.

5. Help Desk Management

  • Manage help desk operations, ensuring timely and effective resolution of user queries and technical issues, thereby maintaining high levels of user satisfaction in technology-dependent jobs.
  • Use help desk software to log and track user requests, analyze trends in technical issues, and report on support activities to improve overall service delivery.

6. Collaboration and Communication

  • Work closely with IT teams, network analysts, and other technical staff to ensure a unified approach to user support across all technology platforms and systems within the organization.
  • Communicate effectively with users to understand their technical problems and provide clear, understandable solutions tailored to their level of technical expertise.

7. Security and Compliance

  • Ensure all technical support activities comply with organizational policies and government regulations regarding data security and privacy in Canada.
  • Advise users on best practices for securing their systems and data, playing a crucial role in the overall information security strategy of their occupations.

By fulfilling these responsibilities, User Support Technicians in Canada (NOC 2221) ensure that technical issues are resolved promptly and efficiently, allowing users to focus on their core job functions with minimal disruptions. Their role is instrumental in supporting the seamless integration and utilization of technology across various sectors, contributing significantly to the operational efficiency and productivity of organizations.

Job Requirements in Canada

1. Information Management and Support

  • Provide critical support by managing information flow and resolving issues related to systems, ensuring users in diverse roles, including government positions, can access and utilize necessary data effectively.
  • Conduct regular information audits to identify and rectify discrepancies, ensuring the accuracy and reliability of data accessible to users.

2. Proactive Problem Identification and Resolution

  • Actively search for patterns in technical issues reported by users, employing analytical skills to preemptively address problems before they escalate, thereby maintaining the integrity of systems.
  • Collaborate with analysts to develop and implement strategies for enhancing system performance, reducing the frequency of user-reported issues.

3. User Education and Information Literacy

  • Educate users on effective search techniques and the optimal use of information systems, enhancing their ability to independently resolve minor issues and improving overall digital literacy.
  • Develop and distribute educational materials that empower users with the knowledge to navigate systems more efficiently, reducing reliance on technical support for routine inquiries.

4. Collaboration with Government and Regulatory Bodies

  • Liaise with government agencies and adhere to regulatory guidelines affecting information systems, ensuring compliance and safeguarding against information breaches.
  • Participate in forums and discussions with government representatives to stay updated on new regulations and best practices in information management and technical support.

5. Continuous Learning and Skill Enhancement

  • Engage in continuous learning to stay abreast of the latest developments in systems, ensuring the advice and support provided to users are based on current best practices.
  • Attend workshops and training sessions focused on emerging trends in information management and technical support strategies, applying new knowledge to improve job performance.

By focusing on these responsibilities, User Support Technicians ensure the efficient operation and reliability of information systems, supporting users across various sectors, including government roles, in navigating and leveraging technology effectively. Their role is crucial in enhancing information accessibility and promoting a culture of self-sufficiency among users, thereby contributing to the overall productivity and information security of their organizations.

Median Hourly Wages by Provinces

The median hourly wages for User Support Technicians (NOC 22221) across various provinces in Canada are as follows:

  • Canada (Overall): $29.08 CAD
  • Newfoundland and Labrador: $28.60 CAD
  • Prince Edward Island: $22.00 CAD
  • Nova Scotia: $26.15 CAD
  • New Brunswick: $25.00 CAD
  • Quebec: $28.85 CAD
  • Ontario: $30.00 CAD
  • Saskatchewan: $30.77 CAD
  • Alberta: $28.85 CAD​​​​​​​​​​​​​​​​​​.

These figures provide an overview of the median hourly compensation for User Support Technicians in different regions of Canada

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