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 work for 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 also work for independent technical support companies or they may be self-employed.
Job Outlook
Average
Read more
Compared to: All Engineering, Math, Science, and Information Technology
Relatively few user support technicians were laid off because of COVID-19. Many employees were able to work from home or in office spaces adapted to meet social distancing requirements. Some employees in this occupation were already permitted to work remotely prior to the pandemic. There has been an increase in remote hiring in Nova Scotia by major e-commerce and online contact centre companies that are headquartered in other provinces or countries. Laid-off retail and food services workers may be suitable for these positions as they have customer service experience. Some remote employers hiring in the province pay much more than the current wage in this region. This trend may apply upward pressure on wages among local employers who are now in competition with companies based in regions with higher wages.
Employment in this occupation has been relatively stable in recent years, with most opportunities occurring because of turnover. However, the growth in remote hiring may result in a notable increase in the number of user support technicians. Jobseekers are encouraged to verify the reputability of remote employers before accepting a position. Being bilingual may improve prospects for jobseekers, particularly with government positions.
The median employment income for the 69% of User Support Technicians who worked full-time, year-round in 2015 was $46,718. Across all occupations in Nova Scotia, the 59% of those who worked full-time, year-round had a median employment income of $43,600. (Source: 2016 Census)
Hourly Pay
$13.50
Minimum$23.08
Median$41.03
MaximumAnnual Pay
$9,651
Minimum$39,990
Median$81,277
MaximumCompared to: All Engineering, Math, Science, and Information Technology
Hourly Pay
$18.00
Minimum$37.80
Median$48.46
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 work for 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 also work for independent technical support companies or they may be self-employed.
Job duties
User support technicians:
- Communicate with computer users experiencing difficulties to verify and document problems experienced.
- Consult user guides, technical manuals and other documents to research and implement solutions.
- Reproduce technical problems encountered by users.
- Advise and train users in response to technical problems.
- Support users through problems with business systems, network, and Internet.
- 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 helping 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
- 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
Movement 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
North Shore
Cape Breton
Southern
Compared to: All NS Occupations
Halifax
North Shore
Annapolis Valley
Cape Breton
Southern
Top Industries of Employment
Professional, scientific and technical services
Administrative and support, waste management and remediation services
Public administration
Information and cultural industries
Retail trade
What is the age of Employment?
25-34
35-44
45-54
15-24
55-64
65+
Compared to: All Engineering, Math, Science, and Information Technology
25-34
45-54
35-44
55-64
15-24
Top levels of education
College Diploma
$42,466 median annual incomeHigh school
$31,635 median annual incomeBachelor
$40,805 median annual incomeMaster
$55,590 median annual incomeDiploma Below Bachelor
$28,051 median annual incomeCompared to: All Engineering, Math, Science, and Information Technology
College Diploma
$59,986 median annual incomeBachelor
$63,965 median annual incomeHigh school
$45,835 median annual incomeMaster
$65,105 median annual incomeTrade Certification
$57,773 median annual incomeEducation & training
Computer Installation and Repair Technology/Technician
College or Trades ProgramThese programs prepare students to apply technical knowledge and skills to assemble, install, operate, maintain, and repair computers and related equipment. They include courses in power supplies, number systems, memory structure, buffers and registers, microprocessor design, peripheral equipment, programming, and networking.
Institutions providing this program
Halifax, NS
Computer Programming
College or Trades ProgramThese programs focus on writing and implementing generic and customized programs to drive operating systems and that prepares students to apply the methods and procedures of software design and programming to software installation and maintenance. They 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
Information Technology
College, Trades, or University ProgramThese programs focus on the design of technological information systems, including computing systems, as solutions to business and research data and communications support needs. They 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
Wolfville, NS
Port Hawkesbury, NS
System Administration
College, Trades, or University ProgramThese programs prepare students to manage the computer operations and control the system configurations emanating from a specific site or network hub. They 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
Halifax, NS
Sydney, NS
System, Networking and LAN/WAN Management
College, Trades, or University ProgramThese programs prepare students to oversee and regulate the computer system and performance requirements of an entire organization or network of satellite users. They 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
Halifax, NS
Web Page, Digital/Multimedia, and Information Resources Design
College, Trades, or University ProgramThese programs 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. They 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
Halifax, NS
Employment requirements & contacts
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