Technical Support Specialist

Technical Support Specialist Work Role ID: 411 (NIST: OM-TS-001) Workforce Element: IT (Cyberspace)

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).


Qualification Matrix

  BasicIntermediateAdvancedNotes
Foundational Qualification OptionsEducation A BS degree in Information Technology, Cybersecurity, Data Science, Information Systems, or Computer Science, from an ABET accredited or CAE designated institution fulfills the educational requirement for this WRCA BS degree in Information Technology, Cybersecurity, Data Science, Information Systems, or Computer Science, from an ABET accredited or CAE designated institution fulfills the educational requirement for this WRCTBDFor additional information pertaining to ABET: www.abet.org or CAE: www.caecommunity.org
Foundational Qualification OptionsOR OR OR
Foundational Qualification OptionsDoD/Military TrainingE3AQR3D0X2 02AA or E3AQR3D032 00BB or C-150-2012 or C-150-2011 or 531-25B10 (CP) or A-202-2100 now A-150-1251 or A-150-1200 or A-150-1201 or A-102-5900 or A-531-0767M09DSJ1 or A-531-0021 or A-150-1980 or A-150-1202 or A-150-1203 or A-150-1250 or A-150-1855 / A-150-1940 or A-113-0205 or A-113-0175 or A-113-0018 or A-113-0382 or A-113-0027 or A-113-0383 or A-113-0175 or A-113-0202 or A-113-0233 or A-531-0150 or A-531-0100 or A-150-2300A-661-0500 or A-531-0022 or A-102-5888 or A-102-5599 (SNOOP) or A-531-0045 or A-113-0381 or A-113-0381 or A-113-0342 or A-104-0083(P/L) or A-121-0594 (P/L) or A-104-0084 or A-150-4219 (P/L) or A-150-9020 (P/L)See TAB C (DCWF Training Repository) below for additional course information.
Foundational Qualification OptionsCommercial TrainingTBDTBDTBD
Foundational Qualification OptionsOR OR OR
Foundational Qualification OptionsPersonnel CertificationA+ or Network+GFACT or CND or Security+ or GSECFITSP-O or GICSP or CASP+ or CCNP Security or CISA or SSCPSee TAB B (Certification Index) below for certification vendor information. Courses at higher proficiency levels qualify lower levels.
Foundational Qualification AlternativeExperienceConditional AlternativeConditional AlternativeConditional AlternativeRefer to Section 3 of the DoD 8140 Manual for more information.
Residential QualificationOn-the-Job QualificationAlways RequiredAlways RequiredAlways RequiredIndividuals must demonstrate capability to perform their duties in their resident environment.
Residential QualificationEnvironment-Specific RequirementsComponent DiscretionComponent DiscretionComponent Discretion
Annual Maintenance Continuous Professional Development Minimum of 20 hours annually or what is required to maintain certification; whichever is greater.Minimum of 20 hours annually or what is required to maintain certification; whichever is greater.Minimum of 20 hours annually or what is required to maintain certification; whichever is greater.

Items denoted by a * are CORE KSATs for every Work Role, while other CORE KSATs vary by Work Role.

Core KSATs

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
6935

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

Knowledge
6938

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

Knowledge

Additional KSATs

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