Technical Support Specialist

Technical Support Specialist Work Role ID: 411 (NIST: OM-TS-001) Category/Specialty Area: Operate & Maintain / Customer Service and Technical Support 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).


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

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