Technical occupations in computer and information systems

How to become a user support technician

Official title: User support technicians

Also called: Computer technician, Help desk technician, Desktop support analyst, Technical support agent, User support technician, Technical support analyst, Application support analyst, Deskside support technician, Technical support supervisor, Systems support representative, Hardware installation technician, Software installation technician

User support technicians 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 public and private sectors. They are also employed by independent technical support companies or they may be self-employed.

Main 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
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

How to become one

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.

See the full NOC 2021 profile

Ways in

College or CEGEP: College or CEGEP program. 40% of workers hold a college or other non-degree diploma (Census 2021). Common fields: Computer and information sciences and support services, general; Computer science; Computer/information technology administration and management.

Pay · Outlook

Median pay: $61,367 a year The middle half earn $48,750 to $77,805.
About 119,200 people worked in this job in 2023, and about 144,300 are projected by 2033. (+21.1%)
Projected labour market to 2033: balance.

Questions people ask

How do I become a user support technician?

How much does a user support technician earn in Canada?

Median full-time pay is $61,367 a year (Employment and Social Development Canada (Job Bank)). The middle half earn $48,750 to $77,805.

Is a user support technician a growing career in Canada?

Yes. Employment is projected to grow 21% by 2033, from about 119,200 to about 144,300 people (Employment and Social Development Canada).

Do you need a degree to become a user support technician?

Not always. 36% of people in this job hold a bachelor's degree or higher. Ways in include: College or CEGEP program.

Sources

Statistics Canada: Census 2021: employment by occupation, gender and education (98-10-0449) (2021 Census), Statistics Canada Open Licence, retrieved 2026-10-03
Statistics Canada: National Occupational Classification (NOC) 2021 (Version 1.0), Open Government Licence - Canada, retrieved 2026-10-03
Employment and Social Development Canada: Canadian Occupational Projection System (COPS) (2024 to 2033), Open Government Licence - Canada, retrieved 2026-10-03
Employment and Social Development Canada (Job Bank): Wages by occupation (2025 (revised 2025-11-19)), Open Government Licence - Canada, retrieved 2026-10-03

Updated 2026-10-03