Knowledge of successful capabilities to identify the solutions to less common and more complex system problems.

* Knowledge of computer networking concepts and protocols, and network security methodologies.

Knowledge of procedures used for documenting and querying reported incidents, problems, and events.

Knowledge of measures or indicators of system performance and availability.

* Knowledge of risk management processes (e.g., methods for assessing and mitigating risk).

Knowledge of systems administration concepts.

Knowledge of the operations and processes for incident, problem, and event management.

Knowledge of IT system operation, maintenance, and security needed to keep equipment functioning properly.

Skill in conducting research for troubleshooting novel client-level problems.

Skill in identifying possible causes of degradation of system performance or availability and initiating actions needed to mitigate this degradation.

Skill in configuring and validating network workstations and peripherals in accordance with approved standards and/or specifications.

Knowledge of the basic operation of computers.

Skill in using the appropriate tools for repairing software, hardware, and peripheral equipment of a system.

Knowledge of basic physical computer components and architectures.

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]).

Diagnose and resolve customer reported system incidents, problems, and events.

Install and configure hardware, software, and peripheral equipment for system users in accordance with organizational standards.

Administer accounts, network rights, and access to systems and equipment.

Monitor and report client-level computer system performance.

Troubleshoot system hardware and software.

Knowledge of an organization’s information classification program and procedures for information compromise.

* Knowledge of national and international laws, regulations, policies, and ethics as they relate to cybersecurity.

* Knowledge of cybersecurity principles.

* Knowledge of cyber threats and vulnerabilities.

Ability to accurately define incidents, problems, and events in the trouble ticketing system.

Knowledge of industry best practices for service desk.

Knowledge of organizational security policies.

Knowledge of remote access processes, tools, and capabilities related to customer support.

* Knowledge of specific operational impacts of cybersecurity lapses.

* Knowledge of cloud computing service models Software as a Service (SaaS), Infrastructure as a Service (IaaS), and Platform as a Service (PaaS).

* Knowledge of cloud computing deployment models in private, public, and hybrid environment and the difference between on-premises and off-premises environments.

Make recommendations based on trend analysis for enhancements to software and hardware solutions to enhance customer experience.

Perform asset management/inventory of information technology (IT) resources.

Develop a trend analysis and impact report.

Knowledge of Personally Identifiable Information (PII) data security standards.

Knowledge of Payment Card Industry (PCI) data security standards.

Knowledge of Personal Health Information (PHI) data security standards.

Analyze incident data for emerging trends.

Develop and deliver technical training to educate others or meet customer needs.

Maintain incident tracking and solution database.

Ability to develop, update, and/or maintain standard operating procedures (SOPs).