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).

Below are the Knowledge, Skills, Abilities and Tasks identified as being required to perform this work role.

Knowledge of computer networking concepts and protocols, and network security methodologies.
Knowledge of risk management processes (e.g., methods for assessing and mitigating risk).
K0003Knowledge of laws, regulations, policies, and ethics as they relate to cybersecurity and privacy.
K0004Knowledge of cybersecurity and privacy principles.
K0005Knowledge of cyber threats and vulnerabilities.
K0006Knowledge of specific operational impacts of cybersecurity lapses.
K0053Knowledge of measures or indicators of system performance and availability.
K0088Knowledge of systems administration concepts.
K0109Knowledge of physical computer components and architectures, including the functions of various components and peripherals (e.g., CPUs, Network Interface Cards, data storage).
K0114Knowledge 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.).
K0116Knowledge of file extensions (e.g., .dll, .bat, .zip, .pcap, .gzip).
K0194Knowledge of Cloud-based knowledge management technologies and concepts related to security, governance, procurement, and administration.
K0224Knowledge of system administration concepts for operating systems such as but not limited to Unix/Linux, IOS, Android, and Windows operating systems.
K0237Knowledge of industry best practices for service desk.
K0242Knowledge of organizational security policies.
K0247Knowledge of remote access processes, tools, and capabilities related to customer support.
K0260Knowledge of Personally Identifiable Information (PII) data security standards.
K0261Knowledge of Payment Card Industry (PCI) data security standards.
K0262Knowledge of Personal Health Information (PHI) data security standards.
K0287Knowledge of an organization’s information classification program and procedures for information compromise.
K0292Knowledge of the operations and processes for incident, problem, and event management.
K0294Knowledge of IT system operation, maintenance, and security needed to keep equipment functioning properly.
K0302Knowledge of the basic operation of computers.
K0317Knowledge of procedures used for documenting and querying reported incidents, problems, and events.
K0330Knowledge of successful capabilities to identify the solutions to less common and more complex system problems.
S0039Skill in identifying possible causes of degradation of system performance or availability and initiating actions needed to mitigate this degradation.
S0058Skill in using the appropriate tools for repairing software, hardware, and peripheral equipment of a system.
S0142Skill in conducting research for troubleshooting novel client-level problems.
S0159Skill in configuring and validating network workstations and peripherals in accordance with approved standards and/or specifications.
S0365Skill to design incident response for cloud service models.
A0025Ability to accurately define incidents, problems, and events in the trouble ticketing system.
A0034Ability to develop, update, and/or maintain standard operating procedures (SOPs).
A0122Ability to design capabilities to find solutions to less common and more complex system problems.
T0125Install and maintain network infrastructure device operating system software (e.g., IOS, firmware).
T0237Troubleshoot system hardware and software.
T0308Analyze incident data for emerging trends.
T0315Develop and deliver technical training to educate others or meet customer needs.
T0331Maintain incident tracking and solution database.
T0468Diagnose and resolve customer reported system incidents, problems, and events.
T0482Make recommendations based on trend analysis for enhancements to software and hardware solutions to enhance customer experience.
T0491Install and configure hardware, software, and peripheral equipment for system users in accordance with organizational standards.
T0494Administer accounts, network rights, and access to systems and equipment.
T0496Perform asset management/inventory of information technology (IT) resources.
T0502Monitor and report client-level computer system performance.
T0530Develop a trend analysis and impact report.