IO-WRL-007
Technical Support  OPM Code: 411

Provides implementation, administration, configuration, operation, and maintenance to ensure effective and efficient technology system performance and security.

Responsible for providing technical support to customers who need assistance utilizing client-level hardware and software in accordance with established or approved organizational policies and processes.

Code Description Work Roles
T0237 Troubleshoot system hardware and software 1
T1020 Determine the operational and safety impacts of cybersecurity lapses 37
T1024 Implement organizational security policies and procedures 1
T1214 Install network infrastructure device operating system software 3
T1215 Maintain network infrastructure device operating system software 3
T1334 Produce cybersecurity instructional materials 5
T1405 Identify emerging incident trends 1
T1411 Develop technical training curriculum and resources 3
T1412 Deliver technical training to customers 3
T1427 Maintain incident tracking and solution databases 1
T1429 Prepare trend analysis reports 2
T1538 Resolve customer-reported system incidents and events 1
T1554 Recommend enhancements to software and hardware solutions 1
T1566 Install system hardware, software, and peripheral equipment 1
T1567 Configure system hardware, software, and peripheral equipment 1
T1569 Administer system and network user accounts 2
T1570 Establish system and network rights processes and procedures 2
T1571 Establish systems and equipment access protocols 2
T1572 Inventory technology resources 1
T1580 Monitor client-level computer system performance 1
T1581 Create client-level computer system performance reports 1
T1606 Prepare impact reports 2
T1626 Determine impact of new systems and system interfaces on current and target environments 2
Code Description Work Roles
K0645 Knowledge of standard operating procedures (SOPs) 3
K0674 Knowledge of computer networking protocols 40
K0675 Knowledge of risk management processes 41
K0676 Knowledge of cybersecurity laws and regulations 41
K0677 Knowledge of cybersecurity policies and procedures 41
K0678 Knowledge of privacy laws and regulations 41
K0679 Knowledge of privacy policies and procedures 41
K0680 Knowledge of cybersecurity principles and practices 40
K0681 Knowledge of privacy principles and practices 40
K0682 Knowledge of cybersecurity threats 40
K0683 Knowledge of cybersecurity vulnerabilities 40
K0684 Knowledge of cybersecurity threat characteristics 40
K0685 Knowledge of access control principles and practices 21
K0686 Knowledge of authentication and authorization tools and techniques 21
K0725 Knowledge of incident response tools and techniques 8
K0726 Knowledge of incident handling tools and techniques 8
K0740 Knowledge of system performance indicators 4
K0741 Knowledge of system availability measures 4
K0746 Knowledge of policy-based access controls 15
K0747 Knowledge of Risk Adaptive (Adaptable) Access Controls (RAdAC) 15
K0751 Knowledge of system threats 40
K0752 Knowledge of system vulnerabilities 40
K0762 Knowledge of software debugging principles and practices 3
K0769 Knowledge of system design standards and best practices 4
K0770 Knowledge of system administration principles and practices 14
K0786 Knowledge of physical computer components 4
K0787 Knowledge of computer peripherals 4
K0793 Knowledge of file extensions 4
K0829 Knowledge of account creation policies and procedures 6
K0830 Knowledge of password policies and procedures 6
K0837 Knowledge of hardening tools and techniques 14
K0863 Knowledge of cloud computing principles and practices 6
K0864 Knowledge of knowledge management principles and practices 6
K0865 Knowledge of data classification standards and best practices 18
K0866 Knowledge of data classification tools and techniques 18
K0872 Knowledge of service management principles and practices 11
K0873 Knowledge of service management standards and best practices 11
K0898 Knowledge of cloud service models and frameworks 2
K0903 Knowledge of service desk principles and practices 1
K0911 Knowledge of remote access tools and techniques 2
K0917 Knowledge of Personally Identifiable Information (PII) data security standards and best practices 15
K0918 Knowledge of Payment Card Industry (PCI) data security standards and best practices 16
K0919 Knowledge of Personal Health Information (PHI) data security standards and best practices 16
K0934 Knowledge of data classification policies and procedures 18
K0935 Knowledge of incident, event, and problem management policies and procedures 2
K0946 Knowledge of incident reporting policies and procedures 2
K0983 Knowledge of computer networking principles and practices 39
K1014 Knowledge of network security principles and practices 40
K1090 Knowledge of software, hardware, and peripheral equipment repair tools and techniques 1
K1112 Knowledge of asset management policies and procedures 1
K1127 Knowledge of customer experience principles and practices 1
K1191 Knowledge of organizational security posture 2
Code Description Work Roles
S0407 Skill in developing standard operating procedures (SOPs) 3
S0408 Skill in maintaining standard operating procedures (SOPs) 3
S0478 Skill in providing customer support 1
S0487 Skill in operating IT systems 2
S0488 Skill in maintaining IT systems 2
S0582 Skill in troubleshooting system performance 3
S0593 Skill in handling incidents 4
S0594 Skill in repairing hardware 1
S0595 Skill in repairing system peripherals 1
S0661 Skill in troubleshooting client-level problems 1
S0679 Skill in configuring network workstations and peripherals 1
S0680 Skill in validating network workstations and peripherals 1
S0687 Skill in performing administrative planning activities 9
S0805 Skill in designing incident responses 2
S0806 Skill in performing incident responses 3
S0807 Skill in solving problems 9
S0844 Skill in managing account access rights 2
S0852 Skill in performing cyber defense trend analysis 1
S0854 Skill in performing data analysis 8
S0892 Skill in performing trend analysis 3