Implementation and Operation
IO-WRL-007

Technical Support

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.

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