adminThe User Support Technician will be responsible for providing technical support, troubleshooting, and resolving hardware, software, and network-related issues for end-users.
Overview
Languages
English
Education
- College, CEGEP or other non-university certificate or diploma from a program of 1 year to 2 years
- or equivalent experience
Experience
7 months to less than 1 year
Green job
The employer stated that this is a green job because the position:
- Involves duties and responsibilities that lead to positive environmental outcomes
Work setting
- Help desk
- Consulting firm
- General office
Responsibilities:
- Respond promptly to user inquiries, assess technical issues, and provide timely resolutions.
- Diagnose and troubleshoot hardware, software, and network-related problems.
- Install, configure, and upgrade computer systems and software as needed.
- Set up and troubleshoot hardware peripherals such as printers, scanners, and other office equipment.
- Collaborate with the IT team to escalate and resolve complex technical issues.
- Maintain accurate records of user issues and resolutions using ticketing systems or Help Desk software.
- Create technical documentation and knowledge base articles to aid users in self-help.
- Provide training and guidance to users on software and hardware usage.
Requirements:
- Proven work experience as a User Support Technician, Help Desk Technician, or similar role.
- Proficiency in computer systems, software, and troubleshooting techniques.
- Strong problem-solving skills and the ability to prioritize tasks in a fast-paced environment.
- Excellent communication and interpersonal skills for effective user interaction.
- Technical certifications (e.g., CompTIA A+, Microsoft Certified IT Professional) are advantageous.
- A degree in Computer Science, Information Technology, or related field is preferred.
Benefits:
- Competitive salary based on experience and skills.
- Health benefits, retirement plans, and other company perks.
- Opportunities for career growth and professional development.
- A dynamic and supportive work environment fostering learning and innovation.
Tasks
- 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
- Provide advice and training 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
- Supervise other technical support workers in this group
- Provide business systems, network and Internet support to users in response to identified difficulties
- Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software
Supervision
Experience and specialization
Computer and technology knowledge
- Networking software
- Networking security
- Internet
- Desktop applications
Additional information
Security and safety
Work conditions and physical capabilities
- Fast-paced environment
- Work under pressure
- Tight deadlines
- Repetitive tasks
- Attention to detail
- Sitting
- Standing for extended periods
Who can apply to this job?
The employer accepts applications from:
- Canadian citizens and permanent or temporary residents of Canada.
- Other candidates with or without a valid Canadian work permit.
Advertised until
2023-12-26
Here are some frequently asked questions to help you gain a better understanding of this User support technician:
1. What does a User Support Technician do?
User Support Technicians, often known as Help Desk Technicians, provide technical assistance and support to end-users regarding software, hardware, and network-related issues.
2. What are the primary responsibilities of a User Support Technician?
Their responsibilities include responding to user inquiries, diagnosing and troubleshooting technical issues, installing and configuring computer systems, and ensuring the proper functioning of hardware and software.
3. What skills are essential for a successful User Support Technician?
Essential skills include strong problem-solving abilities, technical proficiency in computer systems and software, effective communication, patience, and the ability to work under pressure.
4. What types of technical issues do User Support Technicians address?
They address a wide range of issues such as software malfunctions, network connectivity problems, system configurations, and resolving user queries related to applications.
5. How do User Support Technicians prioritize and handle multiple user requests?
They use ticketing systems or Help Desk software to prioritize and track user requests, addressing urgent issues promptly while ensuring fair and efficient resolution for all users.
6. What strategies do User Support Technicians use to communicate technical solutions effectively?
They use clear and understandable language to explain technical solutions, avoiding jargon, and providing step-by-step guidance or documentation when assisting users.
7. What opportunities for career growth exist for User Support Technicians?
Experienced User Support Technicians may advance to supervisory roles, specialize in specific technologies or platforms, or pursue certifications to expand their skill set.
8. What advice would you give to someone interested in becoming a User Support Technician?
Obtain relevant certifications, gain hands-on experience through internships or entry-level positions, stay updated on new technologies, and continuously develop strong communication and problem-solving skills.
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