| 7A |
Knowledge of successful capabilities to identify the solutions to less common and more complex system problems. |
Knowledge |
| 22 |
* Knowledge of computer networking concepts and protocols, and network security methodologies. |
Knowledge |
| 33A |
Knowledge of procedures used for documenting and querying reported incidents, problems, and events. |
Knowledge |
| 76 |
Knowledge of measures or indicators of system performance and availability. |
Knowledge |
| 108 |
* Knowledge of risk management processes (e.g., methods for assessing and mitigating risk). |
Knowledge |
| 127 |
Knowledge of systems administration concepts. |
Knowledge |
| 142A |
Knowledge of the operations and processes for incident, problem, and event management. |
Knowledge |
| 145A |
Knowledge of IT system operation, maintenance, and security needed to keep equipment functioning properly. |
Knowledge |
| 165A |
Skill in conducting research for troubleshooting novel client-level problems. |
Skill |
| 204 |
Skill in identifying possible causes of degradation of system performance or availability and initiating actions needed to mitigate this degradation. |
Skill |
| 221A |
Skill in configuring and validating network workstations and peripherals in accordance with approved standards and/or specifications. |
Skill |
| 222B |
Knowledge of the basic operation of computers. |
Knowledge |
| 235 |
Skill in using the appropriate tools for repairing software, hardware, and peripheral equipment of a system. |
Skill |
| 264A |
Knowledge of basic physical computer components and architectures. |
Knowledge |
| 281 |
Knowledge of electronic devices (e.g., computer systems/components, access control devices, digital cameras, electronic organizers, hard drives, memory cards, modems, network components, printers, removable storage devices, scanners, telephones, copiers, credit card skimmers, facsimile machines, global positioning systems [GPSs]). |
Knowledge |
| 554A |
Diagnose and resolve customer reported system incidents, problems, and events. |
Task |
| 665A |
Install and configure hardware, software, and peripheral equipment for system users in accordance with organizational standards. |
Task |
| 695A |
Administer accounts, network rights, and access to systems and equipment. |
Task |
| 714A |
Monitor and report client-level computer system performance. |
Task |
| 866 |
Troubleshoot system hardware and software. |
Task |
| 1141A |
Knowledge of an organization’s information classification program and procedures for information compromise. |
Knowledge |
| 1157 |
* Knowledge of national and international laws, regulations, policies, and ethics as they relate to cybersecurity. |
Knowledge |
| 1158 |
* Knowledge of cybersecurity principles. |
Knowledge |
| 1159 |
* Knowledge of cyber threats and vulnerabilities. |
Knowledge |
| 6010 |
Ability to accurately define incidents, problems, and events in the trouble ticketing system. |
Ability |
| 6310 |
Knowledge of industry best practices for service desk. |
Knowledge |
| 6350 |
Knowledge of organizational security policies. |
Knowledge |
| 6400 |
Knowledge of remote access processes, tools, and capabilities related to customer support. |
Knowledge |
| 6900 |
* Knowledge of specific operational impacts of cybersecurity lapses. |
Knowledge |
