NOC 22221: User support technicians

The employment outlook will be Moderate for user support technicians (NOC 22221) in Newfoundland and Labrador for the 2025-2027 period.

The following factors contributed to this outlook:

Employment decline will lead to the loss of a few positions.

Not many positions will become available due to retirements.

There are a moderate number of unemployed workers with recent experience in this occupation.

A large number of user support technicians work as customer service representatives in call centres providing technical computer-related information for incoming inquiries. Cloud computing, which offers a cluster of on-line information technology services, is expected to impact the demand for in-house support technicians. The increasing use of remote desktop connections and virtual desktops that make computers easily accessible may also lead to offices moving in-house IT workers/departments into centralized service hubs. There continues to be some demand for well-rounded user support technicians with both technical and non-technical skills, including strong communication and client-service skills. Given the rapid changes in technology, it is important for those in this occupation to continue to develop and update their skill set.

Here are some key facts about user support technicians in Newfoundland and Labrador:

Approximately 1,100 people work in this occupation.

User support technicians mainly work in the following sectors:

Computer systems design services (NAICS 5415): 15%

Federal government public administration (NAICS 911): 15%

Hospitals (NAICS 622): 12%

Universities (NAICS 6113): 8%

Provincial and territorial public administration (NAICS 912): 7%

The distribution of full-time and part-time workers in this occupation is:

Full-time workers: 88% compared to 83% for all occupations

Part-time workers: 12% compared to 17% for all occupations

79% of user support technicians work all year, while 21% work only part of the year, compared to 56% and 43% respectively among all occupations. Those who worked only part of the year did so for an average of 47 weeks compared to 40 weeks for all occupations.

Less than 5% of user support technicians are self-employed compared to an average of 8% for all occupations.

The gender distribution of people in this occupation is:

Men: 78% compared to 51% for all occupations

Women: 22% compared to 49% for all occupations

The educational attainment of workers in this occupation is:

no high school diploma: less than 5% compared to 11% for all occupations

high school diploma or equivalent: 8% compared to 27% for all occupations

apprenticeship or trades certificate or diploma: less than 5% compared to 17% for all occupations

college certificate or diploma or university certificate below bachelor's: 56% compared to 23% for all occupations

bachelor's degree: 28% compared to 14% for all occupations

university certificate, degree or diploma above bachelor level: less than 5% compared to 7% for all occupations

The employment outlook will be Moderate for user support technicians (NOC 22221) in Prince Edward Island for the 2025-2027 period.

The following factors contributed to this outlook:

Employment growth will lead to a moderate number of new positions.

A moderate number of positions will become available due to retirements.

There are a small number of unemployed workers with recent experience in this occupation.

High employee turnover in this occupation could lead to additional employment opportunities.

User support technicians remain one of the largest IT-related occupations in the province, employed in computer systems services, government, and call centres that provide technical assistance. Remote work and cloud computing have shifted some support roles into centralized service hubs, but demand continues for technicians with strong troubleshooting, communication, and client-service skills. Call centres remain important employers, though many positions are contract-based. For those interested in this occupation, developing skills in remote desktop support, cybersecurity basics, and cloud platforms will improve prospects, while adaptability and continuous learning are essential in this fast-changing field.

Here are some key facts about user support technicians in Prince Edward Island:

Approximately 500 people work in this occupation.

User support technicians mainly work in the following sectors:

Computer systems design services (NAICS 5415): 43%

Federal government public administration (NAICS 911): 18%

Management and administrative services (NAICS 55, 56): 13%

Provincial and territorial public administration (NAICS 912): 8%

Information and cultural industries (NAICS 51): 7%

81% of user support technicians work all year, while 19% work only part of the year, compared to 59% and 41% respectively among all occupations. Those who worked only part of the year did so for an average of 48 weeks compared to 41 weeks for all occupations.

Less than 5% of user support technicians are self-employed compared to an average of 13% for all occupations.

The gender distribution of people in this occupation is:

Men: 69% compared to 51% for all occupations

Women: 31% compared to 49% for all occupations

The educational attainment of workers in this occupation is:

no high school diploma: less than 5% compared to 11% for all occupations

high school diploma or equivalent: 21% compared to 28% for all occupations

apprenticeship or trades certificate or diploma: less than 5% compared to 11% for all occupations

college certificate or diploma or university certificate below bachelor's: 49% compared to 25% for all occupations

bachelor's degree: 17% compared to 17% for all occupations

university certificate, degree or diploma above bachelor level: 8% compared to 8% for all occupations

The employment outlook will be Moderate for user support technicians (NOC 22221) in Nova Scotia for the 2025-2027 period.

The following factors contributed to this outlook:

Employment growth will lead to a moderate number of new positions.

Not many positions will become available due to retirements.

There are a moderate number of unemployed workers with recent experience in this occupation.

There has been a high volume of job ads for this occupation in recent years. The Halifax area in particular has an active information technology sector where support to clients is required, but opportunities are scattered around the province. There has also been a large increase in remote hiring, so jobseekers may benefit from including remote opportunities in their job search. A large portion of user support technicians work in call centres and with IT firms, but many are also employed in education, government, manufacturing, and telecommunications. Those with some experience in the Information Technology field will have better success finding work.

Here are some key facts about user support technicians in Nova Scotia:

Approximately 3,000 people work in this occupation.

User support technicians mainly work in the following sectors:

Computer systems design services (NAICS 5415): 23%

Business support services (NAICS 5614): 12%

Federal government public administration (NAICS 911): 7%

Wholesale trade (NAICS 41): 7%

Monetary Authorities - central bank and securities, commodity contracts and other intermediation and related activities (NAICS 521, 522, 523): 6%

The distribution of full-time and part-time workers in this occupation is:

Full-time workers: 92% compared to 82% for all occupations

Part-time workers: 8% compared to 18% for all occupations

76% of user support technicians work all year, while 24% work only part of the year, compared to 62% and 38% respectively among all occupations. Those who worked only part of the year did so for an average of 46 weeks compared to 42 weeks for all occupations.

Less than 5% of user support technicians are self-employed compared to an average of 11% for all occupations.

The gender distribution of people in this occupation is:

Men: 71% compared to 51% for all occupations

Women: 28% compared to 49% for all occupations

The educational attainment of workers in this occupation is:

no high school diploma: less than 5% compared to 10% for all occupations

high school diploma or equivalent: 20% compared to 27% for all occupations

apprenticeship or trades certificate or diploma: 6% compared to 12% for all occupations

college certificate or diploma or university certificate below bachelor's: 40% compared to 22% for all occupations

bachelor's degree: 23% compared to 20% for all occupations

university certificate, degree or diploma above bachelor level: 10% compared to 10% for all occupations

The employment outlook will be Moderate for user support technicians (NOC 22221) in New Brunswick for the 2025-2027 period.

The following factors contributed to this outlook:

Employment growth will lead to a moderate number of new positions.

Not many positions will become available due to retirements.

There are a moderate number of unemployed workers with recent experience in this occupation.

User support technicians are employed by information technology units in both the private and the public sector.

Candidates are expected to be familiar with common computing and network equipment.

Certification or training provided by software vendors may be required by some employers.

Some on-the-job training is generally provided by employers.

Strong interpersonal skills and bilingualism will enhance job prospects.

Here are some key facts about user support technicians in New Brunswick:

Approximately 2,400 people work in this occupation.

User support technicians mainly work in the following sectors:

Computer systems design services (NAICS 5415): 24%

Information and cultural industries (NAICS 51): 18%

Business support services (NAICS 5614): 12%

Federal government public administration (NAICS 911): 9%

Provincial and territorial public administration (NAICS 912): 6%

78% of user support technicians work all year, while 22% work only part of the year, compared to 62% and 38% respectively among all occupations. Those who worked only part of the year did so for an average of 46 weeks compared to 42 weeks for all occupations.

Less than 5% of user support technicians are self-employed compared to an average of 10% for all occupations.

The gender distribution of people in this occupation is:

Men: 75% compared to 52% for all occupations

Women: 25% compared to 48% for all occupations

The educational attainment of workers in this occupation is:

no high school diploma: less than 5% compared to 11% for all occupations

high school diploma or equivalent: 23% compared to 30% for all occupations

apprenticeship or trades certificate or diploma: less than 5% compared to 12% for all occupations

college certificate or diploma or university certificate below bachelor's: 45% compared to 23% for all occupations

bachelor's degree: 19% compared to 16% for all occupations

university certificate, degree or diploma above bachelor level: 7% compared to 7% for all occupations

The employment outlook will be Moderate for user support technicians (NOC 22221) in Manitoba for the 2025-2027 period.

The following factors contributed to this outlook:

Employment decline will lead to the loss of a few positions.

A moderate number of positions will become available due to retirements.

There are a moderate number of unemployed workers with recent experience in this occupation.

High employee turnover in this occupation could lead to additional employment opportunities.

This occupation generally works in call centres as customer service representatives.

Key trends for this occupation include artificial intelligence (AI) chatbots that may ease demand for this occupation by allowing customers to self-troubleshoot common issues.

This occupation will continue to play an important role in providing support for complex situations.

Jobs are concentrated in the Winnipeg region.

Here are some key facts about user support technicians in Manitoba:

Approximately 3,950 people work in this occupation.

User support technicians mainly work in the following sectors:

Computer systems design services (NAICS 5415): 20%

Management and administrative services (NAICS 55, 56): 13%

Computer, electronic and electrical product manufacturing (NAICS 334-335): 13%

Information and cultural industries (NAICS 51): 12%

Insurance Carriers and related activities (NAICS 524, 526): 5%

The distribution of full-time and part-time workers in this occupation is:

Full-time workers: 90% compared to 81% for all occupations

Part-time workers: 10% compared to 19% for all occupations

73% of user support technicians work all year, while 27% work only part of the year, compared to 65% and 35% respectively among all occupations. Those who worked only part of the year did so for an average of 45 weeks compared to 43 weeks for all occupations.

Less than 5% of user support technicians are self-employed compared to an average of 12% for all occupations.

The gender distribution of people in this occupation is:

Men: 70% compared to 53% for all occupations

Women: 30% compared to 47% for all occupations

The educational attainment of workers in this occupation is:

no high school diploma: less than 5% compared to 12% for all occupations

high school diploma or equivalent: 24% compared to 31% for all occupations

apprenticeship or trades certificate or diploma: 9% compared to 12% for all occupations

college certificate or diploma or university certificate below bachelor's: 32% compared to 17% for all occupations

bachelor's degree: 28% compared to 20% for all occupations

university certificate, degree or diploma above bachelor level: 7% compared to 8% for all occupations

The employment outlook will be Moderate for user support technicians (NOC 22221) in Saskatchewan for the 2025-2027 period.

The following factors contributed to this outlook:

Employment growth will lead to a moderate number of new positions.

Not many positions will become available due to retirements.

There are a moderate number of unemployed workers with recent experience in this occupation.

Significant growth in the province’s tech sector in the recent five years, and especially, rapidly growing innovative technology in mining, energy and agriculture will support this occupation.

Growing usage of cloud computing by Canadian businesses, which offers a cluster of online information technology services, is expected to impact the demand for in-house and service-provider support technicians.

Digital changes occurring in many business operations.

The growing share of households owning electronic devices may lead to opportunities to provide technical support.

Here are some key facts about user support technicians in Saskatchewan:

Approximately 2,300 people work in this occupation.

User support technicians mainly work in the following sectors:

Computer systems design services (NAICS 5415): 27%

Information and cultural industries (NAICS 51): 13%

Universities (NAICS 6113): 8%

Wholesale trade (NAICS 41): 5%

The distribution of full-time and part-time workers in this occupation is:

Full-time workers: 91% compared to 81% for all occupations

Part-time workers: 9% compared to 19% for all occupations

69% of user support technicians work all year, while 31% work only part of the year, compared to 65% and 35% respectively among all occupations. Those who worked only part of the year did so for an average of 44 weeks compared to 43 weeks for all occupations.

Less than 5% of user support technicians are self-employed compared to an average of 16% for all occupations.

The gender distribution of people in this occupation is:

Men: 74% compared to 53% for all occupations

Women: 26% compared to 47% for all occupations

The educational attainment of workers in this occupation is:

no high school diploma: less than 5% compared to 11% for all occupations

high school diploma or equivalent: 23% compared to 33% for all occupations

apprenticeship or trades certificate or diploma: 9% compared to 15% for all occupations

college certificate or diploma or university certificate below bachelor's: 36% compared to 17% for all occupations

bachelor's degree: 23% compared to 18% for all occupations

university certificate, degree or diploma above bachelor level: 6% compared to 7% for all occupations

The employment outlook will be Moderate for user support technicians (NOC 22221) in Alberta for the 2025-2027 period.

The following factors contributed to this outlook:

Employment growth will lead to a few new positions.

Not many positions will become available due to retirements.

There are a moderate number of unemployed workers with recent experience in this occupation.

Here are some key facts about user support technicians in Alberta:

Approximately 9,700 people work in this occupation.

User support technicians mainly work in the following sectors:

Computer systems design services (NAICS 5415): 39%

Information and cultural industries (NAICS 51): 6%

Wholesale trade (NAICS 41): 5%

The distribution of full-time and part-time workers in this occupation is:

Full-time workers: 93% compared to 80% for all occupations

Part-time workers: 7% compared to 20% for all occupations

73% of user support technicians work all year, while 27% work only part of the year, compared to 61% and 39% respectively among all occupations. Those who worked only part of the year did so for an average of 45 weeks compared to 42 weeks for all occupations.

6% of user support technicians are self-employed compared to an average of 15% for all occupations.

The gender distribution of people in this occupation is:

Men: 72% compared to 53% for all occupations

Women: 28% compared to 47% for all occupations

The educational attainment of workers in this occupation is:

no high school diploma: less than 5% compared to 10% for all occupations

high school diploma or equivalent: 20% compared to 28% for all occupations

apprenticeship or trades certificate or diploma: 8% compared to 13% for all occupations

college certificate or diploma or university certificate below bachelor's: 33% compared to 19% for all occupations

bachelor's degree: 28% compared to 21% for all occupations

university certificate, degree or diploma above bachelor level: 8% compared to 9% for all occupations

The employment outlook will be Limited for user support technicians (NOC 22221) in Quebec for the 2025-2027 period.

The following factors contributed to this outlook:

Employment growth will lead to a few new positions.

Not many positions will become available due to retirements.

There are a moderate number of unemployed workers with recent experience in this occupation.

Employment in this profession is primarily driven by the demand for IT services.

Sectors such as cybersecurity, cloud computing, cryptography, mobile application development, artificial intelligence (AI) and automation have had strong growth in recent years. The development of these sectors will directly affect the job oulook for these technicians.

After a period of strong growth, the IT sector is now going through a reorganization phase. However, many companies have already upgraded their IT infrastructure, specifically to meet telework needs, which will sustain technical support requirements.

However, AI is changing the sector. The integration of AI is opening up new job opportunities, specifically to support users in adopting these technologies. However, AI can also carry out some technical and repetitive tasks, such as solving simple problems, which could reduce the need for human intervention. The increased implementation of chatbots illustrates this trend, which should continue or even gain momentum in the coming years. This could curb overall job growth in this occupation.

Here are some key facts about user support technicians in Quebec:

Approximately 27,300 people work in this occupation.

User support technicians mainly work in the following sectors:

Computer systems design services (NAICS 5415): 26%

Information and cultural industries (NAICS 51): 15%

Finance, insurance, real estate and leasing (NAICS 52, 53): 9%

Management and administrative services (NAICS 55, 56): 5%

The distribution of full-time and part-time workers in this occupation is:

Full-time workers: 91% compared to 82% for all occupations

Part-time workers: 9% compared to 18% for all occupations

75% of user support technicians work all year, while 25% work only part of the year, compared to 62% and 38% respectively among all occupations. Those who worked only part of the year did so for an average of 46 weeks compared to 43 weeks for all occupations.

Less than 5% of user support technicians are self-employed compared to an average of 12% for all occupations.

The gender distribution of people in this occupation is:

Men: 77% compared to 52% for all occupations

Women: 23% compared to 48% for all occupations

The educational attainment of workers in this occupation is:

no high school diploma: less than 5% compared to 12% for all occupations

high school diploma or equivalent: 16% compared to 19% for all occupations

apprenticeship or trades certificate or diploma: 18% compared to 19% for all occupations

college certificate or diploma or university certificate below bachelor's: 40% compared to 22% for all occupations

bachelor's degree: 16% compared to 17% for all occupations

university certificate, degree or diploma above bachelor level: 7% compared to 11% for all occupations

The employment outlook will be Limited for user support technicians (NOC 22221) in Ontario for the 2025-2027 period.

The following factors contributed to this outlook:

Employment decline will lead to the loss of some positions.

A moderate number of positions will become available due to retirements.

There are a moderate number of unemployed workers with recent experience in this occupation.

What Types of Employers Are Out There

All major sectors of the economy, but the leading share is in computer systems design and related services

Telecommunication carriers

Business support services, including call centres

Public administration, especially the federal government

What are the Main Trends Affecting Employment

Digital changes occurring in many business operations

Prevalence of smart devices in households

should lead to opportunities to provide technical support

Some opportunities are expected from third-party providers of help desk support, including cloud-based services

However, the growing use of self-service chatbots and artificial intelligence (AI) could negatively affect the number of entry-level positions

What Skills Do I Need To Succeed

User support technicians provide various levels of assistance, from the basic Tier 1 help desk function, to the more advanced Tier 3 level, which may affect the skill requirements of advertised positions

Two voluntary skilled trades are associated with this occupation in Ontario, namely, Information Technology (IT): Contact Centre Technical Support Agent, and Hardware Technician.

Here are some key facts about user support technicians in Ontario:

Approximately 51,700 people work in this occupation.

User support technicians mainly work in the following sectors:

Computer systems design services (NAICS 5415): 31%

Information and cultural industries (NAICS 51): 9%

Management and administrative services (NAICS 55, 56): 8%

Monetary Authorities - central bank and securities, commodity contracts and other intermediation and related activities (NAICS 521, 522, 523): 7%

Federal government public administration (NAICS 911): 7%

The distribution of full-time and part-time workers in this occupation is:

Full-time workers: 91% compared to 81% for all occupations

Part-time workers: 9% compared to 19% for all occupations

75% of user support technicians work all year, while 25% work only part of the year, compared to 63% and 37% respectively among all occupations. Those who worked only part of the year did so for an average of 45 weeks compared to 43 weeks for all occupations.

Less than 5% of user support technicians are self-employed compared to an average of 15% for all occupations.

The gender distribution of people in this occupation is:

Men: 71% compared to 52% for all occupations

Women: 28% compared to 48% for all occupations

The educational attainment of workers in this occupation is:

no high school diploma: less than 5% compared to 9% for all occupations

high school diploma or equivalent: 19% compared to 25% for all occupations

apprenticeship or trades certificate or diploma: less than 5% compared to 8% for all occupations

college certificate or diploma or university certificate below bachelor's: 34% compared to 22% for all occupations

bachelor's degree: 31% compared to 24% for all occupations

university certificate, degree or diploma above bachelor level: 11% compared to 13% for all occupations

The employment outlook will be Limited for user support technicians (NOC 22221) in British Columbia for the 2025-2027 period.

The following factors contributed to this outlook:

Employment growth will lead to a few new positions.

A moderate number of positions will become available due to retirements.

There are a moderate number of unemployed workers with recent experience in this occupation.

Banking, insurance, retail and e-commerce industries are undergoing increased technological innovation and digitalization that is expected to increase the need for skilled workers in data analysis, cybersecurity, web development and digital client services.

Employment opportunities may be impacted by digital transformation initiatives, including the availability of online services, artificial intelligence (for example virtual agents), and the automation of back-office processes (for example data entry).

Key trends for this occupation include the use of advanced software and automation which may result in more complex tasks and fewer positions in the future.

Here are some key facts about user support technicians in British Columbia:

Approximately 14,000 people work in this occupation.

User support technicians mainly work in the following sectors:

Computer systems design services (NAICS 5415): 38%

Information and cultural industries (NAICS 51): 11%

The distribution of full-time and part-time workers in this occupation is:

Full-time workers: 91% compared to 78% for all occupations

Part-time workers: 9% compared to 22% for all occupations

79% of user support technicians work all year, while 21% work only part of the year, compared to 61% and 39% respectively among all occupations. Those who worked only part of the year did so for an average of 47 weeks compared to 42 weeks for all occupations.

5% of user support technicians are self-employed compared to an average of 17% for all occupations.

The gender distribution of people in this occupation is:

Men: 75% compared to 52% for all occupations

Women: 25% compared to 48% for all occupations

The educational attainment of workers in this occupation is:

no high school diploma: less than 5% compared to 8% for all occupations

high school diploma or equivalent: 21% compared to 28% for all occupations

apprenticeship or trades certificate or diploma: 8% compared to 13% for all occupations

college certificate or diploma or university certificate below bachelor's: 31% compared to 17% for all occupations

bachelor's degree: 30% compared to 22% for all occupations

university certificate, degree or diploma above bachelor level: 8% compared to 12% for all occupations

An employment outlook has not been assigned to this occupation in this region due to low levels of employment.

An employment outlook has not been assigned to this occupation in this region due to low levels of employment.