Computer technology changes rapidly. Hardware and software become outdated and unsupported by manufacturers within a few years. The System Support Specialists, then, rely on previous experience and intuition to solve most problems. We don't think that libraries should have to have someone on staff who knows everything about every piece of equipment and software. It's the same relationship as automobiles and their consumers.
People drive without knowing how their cars are built or repaired generally.
Another reason for providing system support include the high cost of technical assistance. Keeping a tech on staff is also costly due to high demand. Work on new machines under warranty, typically, covers hardware failure only. PC suppport is part of Automation services.