User Support Technicians
(NOC 2282)
in All Engineering, Math, Science, and Information TechnologyTechnicians in this group 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 private and public sectors. Technicians in this group are also employed by independent technical support companies or they may be self-employed.
Job Outlook
Good
Read more
Compared to: All Engineering, Math, Science, and Information Technology
The employment outlook over the next few years for this occupational group is “good”, which indicates the chances of a qualified individual finding work is better than average when compared to other occupations in Nova Scotia. This is a fairly large occupation in Nova Scotia, with employment around 1,100. The number employed in this occupation is expected to grow moderately over the next few years, which will likely provide some additional opportunities for employment. With a large percent of workers being 55 years of age and older, retirements are expected to be a key contributor to employment opportunities over the coming years. User Support Technicians most commonly work full-time hours. Furthermore, the jobs are typically permanent positions. Also, a large percentage of the workforce is self-employed, which should be an important consideration for those thinking about employment in the occupation.
The median employment income for 70% of User Support Technicians who worked full-time, year-round in 2015 was $46,718. Across all occupations in Nova Scotia, 59% of those who worked full-time year round had a median employment income of $43,600.
(Source: 2016 Census)
Hourly Pay
$15.00
Minimum$27.40
Median$38.46
MaximumAnnual Pay
$9,651
Minimum$39,990
Median$81,277
MaximumCompared to: All Engineering, Math, Science, and Information Technology
Hourly Pay
$17.69
Minimum$31.35
Median$47.18
MaximumAnnual Pay
$13,568
Minimum$60,422
Median$107,009
MaximumAbout the job
Nature of work
Technicians in this group 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 private and public sectors. Technicians in this group are also employed by independent technical support companies or they may be self-employed.
Job duties
User support technicians perform 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.
- Emulate or reproduce 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.
Sample job titles
- call centre agent - technical support
- computer help desk supervisor
- hardware installation technician
- help desk technician
- IT technician
- software installation technician
- systems technical support analyst
- technical help desk agent
- technical support supervisor
- user support technician
Skills
These jobs require an interest in assisting computer users along with an ability to work methodically and pay close attention to detail. You will also require an interest in learning to keep your skills current, the ability to troubleshoot and solve problems, and the communication skills required to work with computer users and other staff.
Job 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.
Other considerations
Progression to computer programming, interactive media development, Web development or systems analysis is possible with experience.
By the numbers
Quick look
employed in 2016
employed full-time
self employed
median age
Compared to: All Engineering, Math, Science, and Information Technology
employed in 2016
employed full-time
self employed
median age
Where will I likely work?
Halifax
Annapolis Valley
Northern
Cape Breton
Southern
Compared to: All NS Occupations
Halifax
Northern
Annapolis Valley
Cape Breton
Southern
Top Industries of Employment
Management, Admin & Other Support
Computer System Design Services
Public Administration
Information, Culture & Recreation
Retail Trade
What is the age of Employment?
35-44
45-54
25-34
55-64
15-24
65+
Compared to: All Engineering, Math, Science, and Information Technology
35-44
45-54
55-64
25-34
65+
Top levels of education
College certificate or diploma
$61,172 median annual incomeHigh school
$31,828 median annual incomeBachelor's degree
$61,087 median annual incomeDoctorate
N/AUniversity certificate or diploma
$48,716 median annual incomeCompared to: All Engineering, Math, Science, and Information Technology
College certificate or diploma
$52,476 median annual incomeBachelor's degree
$58,011 median annual incomeHigh school
$35,125 median annual incomeMaster's degree
$37,706 median annual incomeTrades certificate
$54,923 median annual incomeEducation & training
Computer and information sciences and support services - General/other
This program may be offered at the college, trades, or university level.This instructional program class includes any program not listed above that relates to Computer and Information Sciences and Support Services, General.
Institutions providing this program
6960 Mumford Road, Suite 155-1st Floor Mumford Professional Centre
Halifax, NS B3L 4P1
(902) 455-3395
Office of the Registrar
Halifax, NS B3H 4R2
(902) 494-2450
Computer programming/programmer - General
This program is typically offered at the trades/college level.This instructional program class includes any program that focuses on the general writing and implementation of generic and customized programs to drive operating systems and that generally prepares individuals to apply the methods and procedures of software design and programming to software installation and maintenance. These programs include courses in software design, low- and high-level languages and program writing; program customization and linking; prototype testing; troubleshooting; and related aspects of operating systems and networks.
Institutions providing this program
50 Elliott Road
Lawrencetown, NS B0S 1M0
(902) 825-3491
5685 Leeds Street
Halifax, NS B3K 2T3
(902) 491-6722
Computer software and media applications - Other
This program may be offered at the college, trades, or university level.This instructional program class includes any program not listed above that relates to Computer Software and Media Applications.
Data entry/microcomputer applications - General
This program is typically offered at the trades/college level.This instructional program class includes any program that generally prepares individuals to perform basic data and text entry using standard and customized software products. These programs include courses in keyboarding skills, personal computer and work station operation, reading draft texts and raw data forms, audio and tape dictation, and various interactive software programs used for tasks such as word processing, spreadsheets, databases, and others.
Data modelling/warehousing and database administration
This program is typically offered at the college or university level.This instructional program class includes any program that prepares individuals to design and manage the construction of databases and related software programs and applications, including the linking of individual data sets to create complex searchable databases (warehousing) and the use of analytical search tools (mining). These programs include courses in database theory, logic, and semantics; operational and warehouse modelling; dimensionality; attributes and hierarchies; data definition; technical architecture; access and security design; integration; formatting and extraction; data delivery; index design; implementation problems; planning and budgeting; and client and networking issues.
Institutions providing this program
5685 Leeds Street
Halifax, NS B3K 2T3
(902) 491-6722
Information technology
This program may be offered at the college, trades, or university level.This instructional program class includes any program that focuses on the design of technological information systems, including computing systems, as solutions to business and research data and communications support needs. These programs include courses in the principles of computer hardware and software components, algorithms, databases, telecommunications, user tactics, application testing, and human interface design.
Institutions providing this program
Office of the Registrar
Halifax, NS B3H 4R2
(902) 494-2450
166 Bedford Highway
Halifax, NS B3M 2J6
(902) 457-6117
PO Box 5000
Antigonish, NS B2G 2W5
(902) 867-2219
50 Elliott Road
Lawrencetown, NS B0S 1M0
(902) 825-3491
372 Pleasant Street
Yarmouth, NS B5A 2L2
(902) 742-3501
5685 Leeds Street
Halifax, NS B3K 2T3
(902) 491-6722
PO Box 1042, 1240 Grand Lake Road
Sydney, NS B1P 6J7
(902) 563-2450
36 Arthur Street
Truro, NS B2N 1X5
(902) 893-5385
80 Mawiomi Place
Dartmouth, NS B2Y 0A5
(902) 491-1100
System administration/administrator
This program may be offered at the college, trades, or university level.This instructional program class includes any program that prepares individuals to manage the computer operations and control the system configurations emanating from a specific site or network hub. These programs include courses in computer hardware and software and applications; local area (LAN) and wide area (WAN) networking; principles of information systems security; disk space and traffic load monitoring; data backup; resource allocation; and setup and takedown procedures.
Institutions providing this program
222 George Street, Suite C
Sydney, NS B1P 1J3
(866) 446-5898
1577 Barrington Street
Halifax, NS B3J 1Z7
(902) 429-1847
50 Elliott Road
Lawrencetown, NS B0S 1M0
(902) 825-3491
372 Pleasant Street
Yarmouth, NS B5A 2L2
(902) 742-3501
System, networking and LAN/WAN management/manager
This program may be offered at the college, trades, or university level.This instructional program class includes any program that prepares individuals to oversee and regulate the computer system and performance requirements of an entire organization or network of satellite users. These programs include courses in performance balancing; redundancy; local area (LAN) and wide area (WAN) network management; system migration and upgrading; outage control; problem diagnosis and troubleshooting; and system maintenance budgeting and management.
Institutions providing this program
6960 Mumford Road, Suite 155-1st Floor Mumford Professional Centre
Halifax, NS B3L 4P1
(902) 455-3395
PO Box 1042, 1240 Grand Lake Road
Sydney, NS B1P 6J7
(902) 563-2450
36 Arthur Street
Truro, NS B2N 1X5
(902) 893-5385
Web page, digital/multimedia and information resources design
This program may be offered at the college, trades, or university level.This instructional program class includes any program that prepares individuals to apply HTML, XML, Javascript, graphics applications, and other authoring tools to the design, editing, and publishing (launching) of documents, images, graphics, sound, and multimedia products on the World Wide Web. These programs include courses in Internet theory; web page standards and policies; elements of web page design; user interfaces; vector tools; special effects; interactive and multimedia components; search engines; navigation; morphing; e-commerce tools; and emerging web technologies.
Institutions providing this program
6960 Mumford Road, Suite 155-1st Floor Mumford Professional Centre
Halifax, NS B3L 4P1
(902) 455-3395
222 George Street, Suite C
Sydney, NS B1P 1J3
(866) 446-5898
372 Pleasant Street
Yarmouth, NS B5A 2L2
(902) 742-3501
5685 Leeds Street
Halifax, NS B3K 2T3
(902) 491-6722
PO Box 1042, 1240 Grand Lake Road
Sydney, NS B1P 6J7
(902) 563-2450
36 Arthur Street
Truro, NS B2N 1X5
(902) 893-5385
Employment requirements & contacts
No regulating bodies were found under this occupation profile
Contacts
Additional resources
There are no additional resources for this occupation.