Job Overview:
As a 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). 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.
Job Functional Titles:
Personnel performing this work role may also be referred to officially or unofficially as the following functional titles:
- Computer Support Specialist
- Customer Support
- Help Desk Representative
- Service Desk Operator
- Systems Administrator
- Technical Support Specialist
- User Support Specialist
- CompTIA A+
- CompTIA Network+
- CompTIA Security+
- ISC2 Associate Recognition
- ISC2 Certified in Cybersecurity (CC)
- ISC2 Systems Security Certified Practitioner (SSCP)
- GIAC Security Essentials (GSEC)
- Cisco Certified Network Associate-Security (CCNA-Security)
- Microsoft Certified: Modern Desktop Administrator Associate (optional)
- Cisco Certified Technician (CCT) (optional)
- ITIL Foundation Certification (optional)
High School Diploma
Enrolled or Associate’s degree or higher from an accredited college or university.
Experience:
0-2 years of experience or enrollment/completion of Registered Apprenticeship Program.
Candidates will have fundamental understanding and exposure to the following core career elements:
Core Tasks:
- Ability to accurately define incidents, problems, and events in the trouble ticketing system.
- Ability to develop, update, and/or maintain standard operating procedures (SOPs).
- Ability to design capabilities to find solutions to less common and more complex system problems.
- Information Assurance
- Information Systems/Network Security
- Information Technology Assessment
- Legal, Government, and Jurisprudence
- Risk Management
- Systems Testing and Evaluation
- Vulnerability Assessment
- Knowledge of computer networking concepts and protocols, and network security methodologies.
- Knowledge of risk management processes (e.g., methods for assessing and mitigating risk).
- Knowledge of laws, regulations, policies, and ethics as they relate to cybersecurity and privacy.
- Knowledge of cybersecurity and privacy principles. Knowledge of cyber threats and vulnerabilities.
- Knowledge of specific operational impacts of cybersecurity lapses.
- Knowledge of measures or indicators of system performance and availability.
- Knowledge of systems administration concepts.
- Knowledge of physical computer components and architectures, including the functions of various components and peripherals (e.g., CPUs, Network Interface Cards, data storage).
- 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.).
