user support technician

Education

• Bachelor's degree

Work setting

• Computer hardware or software retailer / wholesaler
• Help desk
• Office building
• Private sector

Tasks

• Give access to computer networks
• Report on the performance of computer systems and networks
• Respond to users experiencing difficulties with computer
• Consult user guides, technical manuals and other documents to research and implement solutions
• Collect, organize and maintain a problems and solutions log for use by other technical support analysts
• 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
• Provide customer service

Supervision

• 1 to 2 people

Computer and technology knowledge

• Information Technology Infrastructure Library (ITIL)
• iOS
• MAC
• Device drivers
• Networking software
• Networking hardware
• Networking security
• Servers
• Desktop applications
• Word processing software
• Presentation software
• Communication software
• Image editing software
• Desktop publishing software
• Mac OS
• MS Active Directory
• MS Office
• MS Windows
• SharePoint
• Spreadsheet
• Google Docs

Type of experience

• Call centre

Security and safety

• Bondable
• Basic security clearance
• Criminal record check

Transportation / travel information

• Own transportation
• Own vehicle
• Vehicle supplied by employer
• Willing to travel
• Willing to travel regularly
• Valid driver's licence
• Travel expenses paid by employer
• Public transportation is available

Work conditions and physical capabilities

• Work under pressure
• Repetitive tasks
• Manual dexterity
• Attention to detail
• Sitting
• Combination of sitting, standing, walking
• Bending, crouching, kneeling

Own tools / equipment

• Internet access
• Cellular phone

Personal suitability

• Accurate
• Client focus
• Efficient interpersonal skills
• Excellent oral communication
• Excellent written communication
• Initiative
• Judgement
• Organized
• Team player
• Ability to multitask
• Time management
• Honesty

Experience

• 5 years or more

Employment terms options

• Day

Health benefits

• Dental plan
• Disability benefits
• Health care plan

Financial benefits

• Life insurance
• Registered Retirement Savings Plan (RRSP)