Information Technology Support

Code	5885
Diploma	DVS
Sector	Administration, Commerce and Computer Technology
Length of training	1800 hours
Approximate duration in months	19 months
Number of credits	120
Status	Program approved in 2022.

This program is offered in French:
5385 - Soutien informatique

Training

Admission conditions and prerequisites

Organizations
offering
the program

At a glance

Useful links
and videos

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.

Program Content

Code	Statement of Competency	Hours	Credits
962-302	Determine their suitability for the occupation and the training process	30	2
962-316	Use office software	90	6
962-328	Install and configure operating systems	120	8
962-333	Apply a method to solve computing problems	45	3
962-342	Interact in work situations	30	2
962-357	Assemble and install computer terminals	105	7
962-367	Install and configure local networks	105	7
962-373	Manage hardware and software computing resources	45	3
962-385	Ensure that peripherals function properly	75	5
962-395	Communicate in French during information technology support activities	75	5
962-405	Ensure that mobile devices function properly	75	5
962-418	Start working in the occupation	120	8
962-425	Use system commands and a scripting language	75	5
962-435	Use virtualization environments	75	5
962-448	Use servers to manage access to network resources	120	8
962-456	Use a database management system	90	6
962-464	Deploy software	60	4
962-475	Apply a technical support process for clients	75	5
962-485	Carry out maintenance and monitoring interventions on servers and networks	75	5
962-496	Carry out support interventions in connection with communication and collaborative tools	90	6
962-507	Restore and optimize computer terminals	105	7
962-518	Enter the workforce	120	8
		1800	120

Admission Conditions and Prerequisites

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

A person who has reached the age of 18 can be admitted to a program of study leading to a Diploma of vocational studies (DVS) based on functional prerequisites. These prerequisites, in place for those aged at least 18 years at the start date declared for the vocational training program, are: successful completion of the general development test (GDT) and obtaining and passing the tests relative to the specific prerequisites in the language of instruction and mathematics, if applicable.

This table indicates the new course codes for common core basic education (CCBE) and diversified basic education (DBE) required for the specific prerequisites in language of instruction and mathematics for the targeted program of study. In the cases where the new course codes for the CCBE and the DBE are in progressive implementation, the old codes are indicated in parenthesis and are still valid. The equivalent course codes in basic education in the youth sector are also indicated in the table. When a DVS does not require any specific prerequisites in language of instruction or in mathematics, a (-) will be displayed in the appropriate field. Please note that the functional prerequisites do not apply to attestation of vocational specialty (AVS) programs.

Specific Prerequisites

Language of instruction		Second language		Mathematics
Adults	Youth	Adults	Youth	Adults	Youth
ENG-4113-3 ou (ENG-4103-3)	632-406 ou (630-416)	FRE-3101-1 et FRE- 3104-1 et FRE-3106-1	634-306 ou (634-314)	MTH-3052-2 ou (MTH-3017-2)	563-306 ou (568-314)

Educational Organizations Offering the Program

Region

Region:

Schedule:

All

Day

Evening

Specifics:

Estrie

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Places available
Admission by waiting list
Course full

Collège Supérieur de Sherbrooke

Vocational Training Centre	Group	Status	D/E	Start Date
Collège Supérieur de Sherbrooke	—	—	—	—

Gaspésie - Îles-de-la-Madeleine

Legend

Places available
Admission by waiting list
Course full

Eastern Shores SB

Vocational Training Centre	Group	Status	D/E	Start Date
C.F.P. de Wakeham	Winter 25		D/E	To be determined

Laval

Legend

Places available
Admission by waiting list
Course full

CS Sir-Wilfrid-Laurier (Laval)

Vocational Training Centre	Group	Status	D/E	Start Date
C.D.C. Laurier Pont-Viau	CS41		D	Feb. 17th, 2025
	CS40		D	Sept. 9th, 2024

Montréal

Legend

Places available
Admission by waiting list
Course full

Institut technique Aviron de Montréal, Campus 5490

Vocational Training Centre	Group	Status	D/E	Start Date
Institut technique Aviron de Montréal inc.	—	—	—	—

Lester-B.-Pearson SB

Vocational Training Centre	Group	D/E	Start Date
Pearson Electrotechnology Centre	IT250317	E	Mar. 17th, 2025
	IT250428	D	Apr. 28th, 2025
	IT241113	E	Nov. 13th, 2024
	IT250113	D	Jan. 13th, 2025
Verdun Adult and Career Centre	C250108	D	Jan. 8th, 2025
	C250314	D	Mar. 14th, 2025
	C250507	D	May 7th, 2025
	Waitlist	D	Continuous entry

Information Technology Support

IT support specialists (also known as call centre agents - technical support and hardware installation technicians) install, configure and update operating systems, software and peripherals on computers. As part of their duties, they manage access to network resources, backup operations and security procedures. They also troubleshoot and provide technical support to users. In a business, they will also be responsible for advising customers. This job is in demand and requires self-reliance and resourcefulness. A job as an IT support specialist is suitable for people who like to solve problems, work well in teams and possess customer service skills.