System support specialists provide help desk assistance and technical support for all types of issues affecting end users, such as software problems, network breakdowns, and hardware failures. They create and maintain user accounts.
After users report issues to the help desk through phone or email or a ticketing system, technicians track issues and begin to identify the glitches using conventional procedures and their insights. After isolating the problem, they find ways of fixing it. They need to replace the faulty hardware or resolve the software problem, depending on whether it is a software or a hardware issue.