The Essential Guide to IT Support Responsibilities

Researching the Role

What Do IT Support Specialists Really Do?

From help desk tickets to deep-level troubleshooting, IT Support Specialists are the backbone of modern organizations. Their work spans across Help Desk, Desktop Support, and tiered levels of escalation (L1, L2, L3).

If you’ve ever wondered how these roles are defined — and how they connect to incident management practices — check out this research paper:

The IT Support Specialist: A Comprehensive Analysis of Roles, Skills, and Career Trajectories