Information Technology Support (New Version)

Program Objectives

The Information Technology Support program prepares students to practise the trade or occupation of information technology support technician.

The occupation is practised in a variety of workplaces, although the majority of employers tend to be concentrated in specific sectors such as information system design, the information industries, public administration and related services.

Information technology support technicians are front-line workers who solve problems and respond to computer-related requests. They provide in-person or remote assistance, touching upon elements of system hardware or software including portable and desktop computers, peripherals, tablets, smartphones, servers and networks. In addition to assisting users with occasional requests, they are responsible for periodic maintenance tasks and for installing new equipment.

In sectors with a high volume of requests for support, complex issues and those for which very little documentation is available are usually transferred to specialist teams. Information technology support technicians, depending on their level of competency, may be recruited by these teams, in particular if they work in server or network administration. It is vital for front-line staff and specialist teams to work together in order to solve reported problems effectively.

Information technology support technicians must be able to work with a broad variety of recent, ageing and sometimes obsolete hardware and systems, as well as with a growing volume of technical information. The ability to carry out research and update their own knowledge is essential to be successful in this field. Other qualities sought by employers are the ability to solve problems, along with autonomy and versatility.

In addition, the ability to communicate effectively and to record interventions in writing is appreciated, especially in situations requiring teamwork and customer relations skills. Since the volume of work is often high, good stress management skills are also required.