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
Source: Workforce Framework for Cybersecurity (NICE Framework) (NIST SP 800-181 Rev 1) (Version: 1.0.0)