Technical Support Specialist

The Technical Support Specialist 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).

wdt_ID	SN	Code	Category	Responsibilities
1	1	T0125	Tasks	Install and maintain network infrastructure device operating system software (e.g., IOS, firmware).
2	2	T0237	Tasks	Troubleshoot system hardware and software.
3	3	T0308	Tasks	Analyze incident data for emerging trends.
4	4	T0315	Tasks	Develop and deliver technical training to educate others or meet customer needs.
5	5	T0331	Tasks	Maintain incident tracking and solution database.
6	6	T0468	Tasks	Diagnose and resolve customer reported system incidents, problems, and events.
7	7	T0482	Tasks	Make recommendations based on trend analysis for enhancements to software and hardware solutions to enhance customer experience.
8	8	T0491	Tasks	Install and configure hardware, software, and peripheral equipment for system users in accordance with organizational standards.
9	9	T0494	Tasks	Administer accounts, network rights, and access to systems and equipment.
10	10	T0496	Tasks	Perform asset management/inventory of information technology (IT) resources.
11	11	T0502	Tasks	Monitor and report client-level computer system performance.
12	12	T0530	Tasks	Develop a trend analysis and impact report.
13	13	K0001	Knowledge	Knowledge of computer networking concepts and protocols, and network security methodologies.
14	14	K0002	Knowledge	Knowledge of risk management processes (e.g., methods for assessing and mitigating risk).
15	15	K0003	Knowledge	Knowledge of laws, regulations, policies, and ethics as they relate to cybersecurity and privacy.
16	16	K0004	Knowledge	Knowledge of cybersecurity and privacy principles.
17	17	K0005	Knowledge	Knowledge of cyber threats and vulnerabilities.
18	18	K0006	Knowledge	Knowledge of specific operational impacts of cybersecurity lapses.
19	19	K0053	Knowledge	Knowledge of measures or indicators of system performance and availability.
20	20	K0088	Knowledge	Knowledge of systems administration concepts.
21	21	K0109	Knowledge	Knowledge of physical computer components and architectures, including the functions of various components and peripherals (e.g., CPUs, Network Interface Cards, data storage).
22	22	K0114	Knowledge	Knowledge of electronic devices (e.g., computer systems/components, access control devices, digital cameras and scanners, hard drives, memory cards, modems, networked devices and appliance, printers, removable storage devices, telephones, copiers, etc.).
23	23	K0116	Knowledge	Knowledge of file extensions (e.g., .dll, .bat, .zip, .pcap, .gzip).
24	24	K0194	Knowledge	Knowledge of Cloud-based knowledge management technologies and concepts related to security, governance, procurement, and administration.
25	25	K0224	Knowledge	Knowledge of system administration concepts for operating systems such as but not limited to Unix/Linux, IOS, Android, and Windows operating systems.
26	26	K0237	Knowledge	Knowledge of industry best practices for service desk.
27	27	K0242	Knowledge	Knowledge of organizational security policies.
28	28	K0247	Knowledge	Knowledge of remote access processes, tools, and capabilities related to customer support.
29	29	K0260	Knowledge	Knowledge of Personally Identifiable Information (PII) data security standards.
30	30	K0261	Knowledge	Knowledge of Payment Card Industry (PCI) data security standards.
31	31	K0262	Knowledge	Knowledge of Personal Health Information (PHI) data security standards.
32	32	K0287	Knowledge	Knowledge of an organization's information classification program and procedures for information compromise.
33	33	K0292	Knowledge	Knowledge of the operations and processes for incident, problem, and event management.
34	34	K0294	Knowledge	Knowledge of IT system operation, maintenance, and security needed to keep equipment functioning properly.
35	35	K0302	Knowledge	Knowledge of the basic operation of computers.
36	36	K0317	Knowledge	Knowledge of procedures used for documenting and querying reported incidents, problems, and events.
37	37	K0330	Knowledge	Knowledge of successful capabilities to identify the solutions to less common and more complex system problems.
38	38	S0039	Skills	Skill in identifying possible causes of degradation of system performance or availability and initiating actions needed to mitigate this degradation.
39	39	S0058	Skills	Skill in using the appropriate tools for repairing software, hardware, and peripheral equipment of a system.
40	40	S0142	Skills	Skill in conducting research for troubleshooting novel client-level problems.
41	41	S0159	Skills	Skill in configuring and validating network workstations and peripherals in accordance with approved standards and/or specifications.
42	42	S0365	Skills	Skill to design incident response for cloud service models.
43	43	A0025	Abilities	Ability to accurately define incidents, problems, and events in the trouble ticketing system.
44	44	A0034	Abilities	Ability to develop, update, and/or maintain standard operating procedures (SOPs).
45	45	A0122	Abilities	Ability to design capabilities to find solutions to less common and more complex system problems.

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