user support technician

Education

• College, CEGEP or other non-university certificate or diploma from a program of 1 year to 2 years

Tasks

• Respond to users experiencing difficulties with computer
• 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

Computer and technology knowledge

• Information Technology Infrastructure Library (ITIL)
• Shell script
• MAC
• Linux
• Unix
• Device drivers
• Networking software
• Networking hardware
• Extranet
• Intranet
• Internet
• Servers
• Desktop applications
• File management software
• Word processing software
• Presentation software
• Mail server software
• Communication software
• IBM Lotus
• MS Office
• MS Windows
• SQL
• SharePoint
• Spreadsheet
• TCP / IP
• Wireless networks

Transportation / travel information

• Public transportation is available

Work conditions and physical capabilities

• Tight deadlines
• Repetitive tasks
• Attention to detail
• Sitting

Personal suitability

• Accurate
• Client focus
• Efficient interpersonal skills
• Initiative
• Judgement
• Organized
• Team player

Experience

• 1 year to less than 2 years