The primary role of technical support in IT departments is to assist users with technology-related issues and ensure that systems function smoothly. This involves troubleshooting problems, providing guidance on software and hardware usage, and helping with system updates or installations. Technical support aims to minimize downtime and enhance productivity by swiftly addressing user concerns and resolving technical challenges. Additionally, they may play a part in training users to improve their understanding of the tools and technologies in use, fostering a more efficient work environment.