Technical support specialist – information technology (IT)

Technical Support Specialist – Information Technology (IT)

NOC 22221 – User Support Technicians

User support technicians provide technical support and assistance to computer users experiencing difficulties with computer hardware, software, networks, applications and other information technology systems. They communicate with users to identify, diagnose and resolve technical problems, provide guidance on the use of computer systems and software, and document technical issues and solutions. They may support users in person, by telephone, email, remote access or through help desk and ticketing systems. They are employed by information technology departments, software and technology companies, educational institutions, government organizations, call centres and other public and private sector organizations.

Technical Support Specialists – Information Technology (IT)

• Communicate with computer users experiencing technical difficulties to identify, assess and understand hardware, software, network and system-related issues.

• Respond to technical support requests received through telephone, email, chat, remote access tools, help desk systems and other support channels.

• Diagnose and resolve problems related to desktop computers, laptops, mobile devices, printers, peripherals and other computer hardware.

• Provide technical assistance and troubleshooting support for operating systems, business applications, productivity software and other IT systems.

• Install, configure and maintain computer hardware, software, operating systems and peripheral equipment.

• Set up and configure user accounts, passwords, email access, network access and other authorized IT services.

• Assist users with accessing and effectively using computer applications, software systems, networks and information technology equipment.

• Troubleshoot issues related to internet connectivity, local area networks, wireless networks, VPN connections and other network services.

• Provide remote and on-site technical support to employees, clients and other authorized users.

• Use diagnostic tools, technical documentation and established troubleshooting procedures to identify and resolve technical issues.

• Record, track and update technical support requests, incidents, troubleshooting activities and resolutions using help desk or ticketing systems.

• Escalate complex technical problems to senior technical staff, system administrators, network specialists, software vendors or other appropriate personnel when necessary.

• Follow up with users to confirm that technical problems have been resolved and that systems are functioning properly.

• Provide instruction and guidance to users on the proper use of computer hardware, software, applications and IT systems.

• Prepare and maintain technical documentation, user guides, troubleshooting procedures and knowledge-base articles.

• Assist in testing and evaluating new computer hardware, software, applications and technology solutions before implementation.

• Perform routine maintenance, updates and basic configuration of computer systems and IT equipment.

• Assist with software installation, upgrades, patches and system updates in accordance with organizational procedures.

• Monitor recurring technical issues and identify common problems that may require long-term solutions or improvements to IT systems.

• Maintain accurate records of IT assets, equipment assignments, software installations and technical support activities.

• Follow organizational policies and procedures relating to information technology, data security, privacy and acceptable use of computer systems.

• Collaborate with IT team members and other departments to support the effective operation and continuous improvement of information technology services.

• May provide orientation or basic training to new employees regarding computer systems, software applications, cybersecurity practices and IT procedures.

• May assist in the development and implementation of technical support procedures, service standards and user support documentation.

• May perform other related technical support duties as required.