Main duties

• 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.

Employment requirements

• 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.