User support technicians provide first-line technical support to computer users experiencing difficulties with computer hardware and with computer applications and communications software.

• 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
  
• Reproduce, diagnose and resolve 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.
  

Call centre agent - technical support
Client support representative - systems
Computer help desk representative - systems
Hardware installation technician
Hardware technical support analyst
Help desk technician
Software installation technician
Software technical support analyst
Systems support representative
Technical support analyst - systems

User support technicians are employed by computer hardware manufacturers and retailers, software developers, in call centres and in information technology units throughout the public and private sectors. They are also employed by independent technical support companies or they may be self-employed.