Sounds too much like a committee. Second level support structure at help desks should help. Supports a certification program. It would likely be overwhelmed. One person would get overwhelmed, but if it starts out modestly, it could help.
Balance needs with the finite resources.
There is a demand for testing and configuring basic applications and operating systems. One person is not enough for this function. MIT has an entire group. A substantial amount of money is proposed for staff to assist organizations that don't have adequate support staff. We recognized that this item was controversial and would appreciate your suggestions.