PSOC Unit group 3512 — 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. Their tasks include: a) answering user inquiries regarding software or hardware operation to resolve problems; b) entering commands and observing system functioning to verify correct operations and detect errors; c) installing and performing minor repairs to hardware, software, or peripheral equipment, following design or installation specifications; d) overseeing the daily performance of communications and computer systems; e) setting up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software; f) maintaining records of daily data communication transactions, problems and remedial actions taken, or installation activities; g) emulating or reproducing technical problems encountered by users; h) consulting user guides, technical manuals and other documents to research and implement solutions. Examples of occupations classified here: Communications assistant (ICT), Computer database assistant, Computer engineering assistant, Computer help desk operator, Computer programming assistant, Computer systems analysis assistant, EDP assistant

Use this unit group when the occupation wording needs to sit under Information and communications technology operations and user support technicians.

Use this node when the job title is more specific than the broader Information and communications technology operations and user support technicians grouping.