Technical Support Specialist

Work Role ID: 411  |  Workforce Element: Cyber IT

What does this work role do? Provides technical support to customers who need assistance utilizing client level hardware and software in accordance with established or approved organizational process components. (i.e., Master Incident Management Plan, when applicable).

KSAT ID Description KSAT
7A Knowledge of successful capabilities to identify the solutions to less common and more complex system problems. Knowledge
22 * Knowledge of computer networking concepts and protocols, and network security methodologies. Knowledge
33A Knowledge of procedures used for documenting and querying reported incidents, problems, and events. Knowledge
76 Knowledge of measures or indicators of system performance and availability. Knowledge
108 * Knowledge of risk management processes (e.g., methods for assessing and mitigating risk). Knowledge
127 Knowledge of systems administration concepts. Knowledge
142A Knowledge of the operations and processes for incident, problem, and event management. Knowledge
145A Knowledge of IT system operation, maintenance, and security needed to keep equipment functioning properly. Knowledge
165A Skill in conducting research for troubleshooting novel client-level problems. Skill
204 Skill in identifying possible causes of degradation of system performance or availability and initiating actions needed to mitigate this degradation. Skill
221A Skill in configuring and validating network workstations and peripherals in accordance with approved standards and/or specifications. Skill
222B Knowledge of the basic operation of computers. Knowledge
235 Skill in using the appropriate tools for repairing software, hardware, and peripheral equipment of a system. Skill
264A Knowledge of basic physical computer components and architectures. Knowledge
281 Knowledge of electronic devices (e.g., computer systems/components, access control devices, digital cameras, electronic organizers, hard drives, memory cards, modems, network components, printers, removable storage devices, scanners, telephones, copiers, credit card skimmers, facsimile machines, global positioning systems [GPSs]). Knowledge
554A Diagnose and resolve customer reported system incidents, problems, and events. Task
665A Install and configure hardware, software, and peripheral equipment for system users in accordance with organizational standards. Task
695A Administer accounts, network rights, and access to systems and equipment. Task
714A Monitor and report client-level computer system performance. Task
866 Troubleshoot system hardware and software. Task
1141A Knowledge of an organization’s information classification program and procedures for information compromise. Knowledge
1157 * Knowledge of national and international laws, regulations, policies, and ethics as they relate to cybersecurity. Knowledge
1158 * Knowledge of cybersecurity principles. Knowledge
1159 * Knowledge of cyber threats and vulnerabilities. Knowledge
6010 Ability to accurately define incidents, problems, and events in the trouble ticketing system. Ability
6310 Knowledge of industry best practices for service desk. Knowledge
6350 Knowledge of organizational security policies. Knowledge
6400 Knowledge of remote access processes, tools, and capabilities related to customer support. Knowledge
6900 * Knowledge of specific operational impacts of cybersecurity lapses. Knowledge
KSAT ID Description KSAT
639A Make recommendations based on trend analysis for enhancements to software and hardware solutions to enhance customer experience. Task
698A Perform asset management/inventory of information technology (IT) resources. Task
830A Develop a trend analysis and impact report. Task
1034A Knowledge of Personally Identifiable Information (PII) data security standards. Knowledge
1034B Knowledge of Payment Card Industry (PCI) data security standards. Knowledge
1034C Knowledge of Personal Health Information (PHI) data security standards. Knowledge
2016 Analyze incident data for emerging trends. Task
2253 Develop and deliver technical training to educate others or meet customer needs. Task
2549 Maintain incident tracking and solution database. Task
6110 Ability to develop, update, and/or maintain standard operating procedures (SOPs). Ability