OM-STS-001 Technical Support Specialist

Provides the support, administration, and maintenance necessary to ensure effective and efficient information technology (IT) system performance and security.

Addresses problems; installs, configures, troubleshoots, and provides maintenance and training in response to customer requirements or inquiries (e.g., tiered-level customer support). Typically provides initial incident information to the Incident Response (IR) Specialty.

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).

Knowledges 25

Code Description Work Roles
K0001 Knowledge of computer networking concepts and protocols, and network security methodologies. 52
K0002 Knowledge of risk management processes (e.g., methods for assessing and mitigating risk). 52
K0003 Knowledge of laws, regulations, policies, and ethics as they relate to cybersecurity and privacy. 52
K0004 Knowledge of cybersecurity and privacy principles. 52
K0005 Knowledge of cyber threats and vulnerabilities. 52
K0006 Knowledge of specific operational impacts of cybersecurity lapses. 52
K0053 Knowledge of measures or indicators of system performance and availability. 4
K0088 Knowledge of systems administration concepts. 3
K0109 Knowledge of physical computer components and architectures, including the functions of various components and peripherals (e.g., CPUs, Network Interface Cards, data storage). 15
K0114 Knowledge of electronic devices (e.g., computer systems/components, access control devices, digital cameras, digital scanners, electronic organizers, hard drives, memory cards, modems, network components, networked appliances, networked home control devices, printers, removable storage devices, telephones, copiers, facsimile machines, etc.). 2
K0116 Knowledge of file extensions (e.g., .dll, .bat, .zip, .pcap, .gzip). 2
K0194 Knowledge of Cloud-based knowledge management technologies and concepts related to security, governance, procurement, and administration. 5
K0224 Knowledge of system administration concepts for operating systems such as but not limited to Unix/Linux, IOS, Android, and Windows operating systems. 5
K0237 Knowledge of industry best practices for service desk. 1
K0242 Knowledge of organizational security policies. 1
K0247 Knowledge of remote access processes, tools, and capabilities related to customer support. 1
K0260 Knowledge of Personally Identifiable Information (PII) data security standards. 16
K0261 Knowledge of Payment Card Industry (PCI) data security standards. 17
K0262 Knowledge of Personal Health Information (PHI) data security standards. 17
K0287 Knowledge of an organization's information classification program and procedures for information compromise. 18
K0292 Knowledge of the operations and processes for incident, problem, and event management. 1
K0294 Knowledge of IT system operation, maintenance, and security needed to keep equipment functioning properly. 1
K0302 Knowledge of the basic operation of computers. 1
K0317 Knowledge of procedures used for documenting and querying reported incidents, problems, and events. 1
K0330 Knowledge of successful capabilities to identify the solutions to less common and more complex system problems. 1

Skills 5

Code Description Work Roles
S0039 Skill in identifying possible causes of degradation of system performance or availability and initiating actions needed to mitigate this degradation. 1
S0058 Skill in using the appropriate tools for repairing software, hardware, and peripheral equipment of a system. 1
S0142 Skill in conducting research for troubleshooting novel client-level problems. 1
S0159 Skill in configuring and validating network workstations and peripherals in accordance with approved standards and/or specifications. 1
S0365 Skill to design incident response for cloud service models. 2

Abilities 3

Code Description Work Roles
A0025 Ability to accurately define incidents, problems, and events in the trouble ticketing system. 2
A0034 Ability to develop, update, and/or maintain standard operating procedures (SOPs). 3
A0122 Ability to design capabilities to find solutions to less common and more complex system problems. 1

Tasks 12

Code Description Work Roles
T0308 Analyze incident data for emerging trends. 2
T0315 Develop and deliver technical training to educate others or meet customer needs. 1
T0331 Maintain incident tracking and solution database. 1
T0468 Diagnose and resolve customer reported system incidents, problems, and events. 1
T0482 Make recommendations based on trend analysis for enhancements to software and hardware solutions to enhance customer experience. 1
T0491 Install and configure hardware, software, and peripheral equipment for system users in accordance with organizational standards. 1
T0494 Administer accounts, network rights, and access to systems and equipment. 1
T0496 Perform asset management/inventory of information technology (IT) resources. 1
T0502 Monitor and report client-level computer system performance. 1
T0530 Develop a trend analysis and impact report. 1
T0125 Install and maintain network infrastructure device operating system software (e.g., IOS, firmware). 3
T0237 Troubleshoot system hardware and software. 1