Comment It's generalist vs specialist (Score 5, Insightful) 204
Security people need to be on top of multiple fields. You can't be in IT security without knowing a lot about all the layers in system.
Specialist network techs look at a problem and push it to specialist server/desktop techs if it doesn't fit their view of a "network issue". The user gets bounced back and forth till they give up or figure it out themselves.
Take the problem direct to a security specialist and 9 times out of 10, they will be able to point directly to the root of the problem because they don't have tunnel vision. Word of mouth spreads the idea that "Fred in security will know how to fix that", rinse and repeat and you spend half your day on support issues.
It's human nature. And not necessarily a bad thing as as single call for help can lead to nipping a security issue in the bud..
More general training (and higher pay!) for help desk staff is the only real answer but people are locked into the idea that help desk are "ticket generators" rather than troubleshooters.