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User Support Technicians

Other titles : computer help desk supervisor, help desk agent, technical, PC (personal computer) support analyst


Description :

Technicians in this group 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 private and public sectors.

Main duties :

  • communicate electronically and in person with computer users experiencing difficulties to determine and document problems;
  • consult user guides, technical manuals and other documents to research and implement solutions;
  • fournir des conseils et de la formation aux utilisateurs en réponse aux difficultés éprouvées;
  • 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.
  • Centre-du-Québec
  • Montérégie
  • Laurentides
  • Lanaudière
  • Laval
  • Abitibi-Témiscamingue
  • Montréal
  • Estrie
  • Bas-Saint-Laurent


Diploma of Vocational Studies (DVS)


Computing Support

Program length : 2 years

Program Objectives

To develop the competencies necessary for applying the methods required in order to effectively practice the career, such as problem solving, researching information and time management. Skills related to optimal use of software are also developed: the use of older as well as recent operating systems, the use of application software, creating and using databases and the use of telecommunications. Developing the skills related to communication in the work place and customer support such as: interacting in a variety of of professional situations, communicating in French/English, providing call-centre customer assistance. Finally, the development of the competencies necessary for network management: assessing the structure and functioning of computer systems, developing programs, installing hardware and software, manageing access, setting up resource sharing, troubleshooting and computer optimization.

Educational organizations offering the program



Diploma of College Studies (DCS)


Computer Science Technology

Program lenght : 3 years

Program Objectives

Specialization A - Administrative Data Processing

By the end of the program, the programmer will be able to organize and use data; correct programs; analyze the features of the information systems of various companies with a view to developing computer-aided solutions; develop conceptual models using the structured approach; exploit the possibilities of a networked computing environment; create and use databases; make functional improvements to an application; ensure the quality of an application; use multimedia processing utilitiesprovide technical support and training to users; install an application; design and develop an application in a database and in a graphics environment; and to design and develop a hypermedia application within internal and global networks.

Specialization B - Industrial Data Processing

By the end of the program the student will be qualified to analyze an industrial production environment; analyze the potential of an industrial peripheral; organize and store the data of an industrial system; create a communications link between an industrial system's hardware and software; develop a data transfer interface between industrial applications; develop an industrial application; conduct integration and stress tests; analyze an industrial system; diagnose and resolve the performance problems of an industrial system; develop and deliver an application suite for an industrial system.

Specialization C - Network Management

By the end of the program, the student will be qualified to use an algorighmic approach; analyse the architecture of a computer network; choose hardware; optimize teh functionalities of an operating system on a computer; ensure the security of a computer network's hardware and software; manage a computer population; manage a computer network; choose software; manage their time and ensure the quality of their work; provide technical support to network users; ensure the evolution of the computer network; diagnose and resolve network problems; set up a server; set up Internet-related technologies and services; plan the installation of a computer network; install a computer network; manage a computer network.

Educational organizations offering the program