IT technical support officers monitor and maintain the computer systems and networks of an organization. They may install and configure computer systems, diagnose hardware and software faults and solve technical and applications problems, either over the phone or in person. Depending on the size of the organization, a technical support officer's role may span one or more areas of expertise.

Organisations increasingly rely on computer systems in all areas of their operations and decision-making processes. It is therefore usually crucial to ensure the correct running and maintenance of the IT systems.

IT technical support officers may be known by other job titles including help desk operators, technicians, maintenance engineers or applications support specialists. The work is as much about understanding how information systems are used as applying technical knowledge related to computer hardware or software.