作者/来源:新新源移民/newnewland   发表时间:2015-04-27 11:57:17


2282 User support technicians




Technicians in this group provide first-line technical support to computerusers experiencing difficulties with computer hardware and with computerapplications and communications software. They are employed by computerhardware manufacturers and retailers, software developers, in call centres andin information technology units throughout the private and public sectors.Technicians in this group are also employed by independent technical supportcompanies or they may be self-employed.



analyst, systems technical support—系统技术支持分析师

call centre agent – technical support—呼叫中心代表(技术支持)

client support representative – systems—客户支持代表(系统)

computer help desk representative – systems—计算机帮助台代表(系统)

computer help desk supervisor—计算机帮助台主管

hardware installation technician—硬件安装技术人员

hardware technical support analyst—硬件技术支持分析师

help desk agent, technical—帮助台技术代表

help desk analyst – systems—帮助台系统分析师

help desk supervisor, computer—计算机帮助台主管

help desk technical agent—帮助台技术代表

help desk technician—帮助台技术人员(新新源移民)

installation technician, hardware—硬件安装技术人员

installation technician, software—软件安装技术人员

PC (personal computer) support analyst—PC支持分析师

software installation technician—软件安装技术人员

software technical support analyst—软件技术支持分析师

supervisor, technical support—技术支持主管

systems support representative—系统支持代表

systems technical support analyst—系统技术支持分析师

technical help desk agent—技术支持代表

technical support analyst – systems—系统技术支持分析师

technical support supervisor—技术支持主管

user support technician—用户支持技术人员













User support techniciansperform some or all of the following 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

  • Emulate or reproduce 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.



  • 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.


  • Progression to computer  programming, interactive media development, Web development or systems  analysis is possible with experience.


  • Computer  network technicians (2281)    

  • Computer  programmers and interactive media developers (2174)    

  • Information  systems analysts and consultants (2171)    

  • Information  systems testing technicians (2283)    

Classification Structure - 2 












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