Information Technology Support

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.

Targeted professions (find out more about a trade or an occupation on Québec.ca)

Computer network technicians (2281)
User support technicians (2282)

Admission conditions

To be eligible for admission to this program, candidates must meet one of the following requirements:

Persons holding a Secondary School Diploma or its recognized equivalent, for example, an Attestation of Equivalence of Secondary V studies, or a postsecondary diploma such as the Diploma of College Studies or a Bachelor's degree
OR
Persons who are at least 16 years of age on September 30 of the school year in which their training is to begin and have earned the Secondary IV credits in language of instruction, second language and mathematics in the programs of study established by the Minister, or have been granted recognition for equivalent learning
OR
Persons who are at least 18 years of age upon entry into the program and have the following functional prerequisites: the successful completion of the General Development Test (see the following table), or recognition of equivalent learning
OR
Persons who have obtained Secondary III credits in language of instruction, second language and mathematics in programs established by the Minister are required to pursue general education courses, concurrently with their vocational training, in order to obtain the Secondary IV credits they lack in language of instruction, second language and mathematics in programs established by the Minister.

Functional prerequisites

This section identifies the modules or course codes for the actual programs of study in adult general education that are specific prerequisites in language of instruction and mathematics. Functional prerequisites includes the successful completion of specific prerequisites as well as the general development test (TDG). When a DVS doesn't require specific prerequisites in language of instruction or in mathematics, a dash ( - ) is displayed in the appropriate cell. For programs that lead to an AVS, specific prerequisites and the TDG do not apply (N/A).

Program content