Information and communications technology user support technicians

Information and communications technology user support technicians provide technical assistance to users, either directly or by telephone, e-mail or other electronic means, including diagnosing and resolving issues and problems with software, hardware, computer peripheral equipment, networks, databases and the Internet, and providing guidance and support in the deployment, installation and maintenance of systems.

Job Responsibilities

• Answering user inquiries regarding software or hardware operation to resolve problems
• Entering commands and observing system functioning to verify correct operations and detect errors
• Installing and performing minor repairs to hardware, software, or peripheral equipment, following design or installation specifications
• Overseeing the daily performance of communications and computer systems
• Setting up equipment for employee use and performing or ensuring proper installation of cables, operating systems or appropriate software
• Maintaining records of daily data communication transactions, problems and remedial actions taken, or installation activities
• Emulating or reproducing technical problems encountered by users
• Consulting user guides, technical manuals and other documents to research and implement solutions
• Assisting applications programmers, systems developers and other ICT professionals to develop and test ICT products and services

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