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CLEAREDFor Open PublicationJan 28, 2021Department of DefenseOFFICE OF PREPUBLICATION AND SECURITY REVIEWCAREER PATHWAYTECHNICAL SUPPORTSPECIALIST (411)Developed By:The InteragencyFederal Cyber CareerPathways WorkingGroupEndorsed By:October 20201
Table of ContentsCAREER PATHWAY TECHNICAL SUPPORT SPECIALIST (411) . 11411-TECHNICAL SUPPORT SPECIALIST . 31.1Work Role Overview . 31.2Core Tasks. 51.3Core Knowledge, Skills, and Abilities . 61.4Core Competencies. 81.5Suggested Qualifications / Capability Indicators . 102APPENDIX: 411-TECHNICAL SUPPORT SPECIALIST TASK ANALYSIS AND KSA MAPPING .112.1Key to Reading the Task Analysis and KSA Mapping . 112.2411-Technical Support Specialist Task Analysis and KSA Mapping . 122
1 411-TECHNICAL SUPPORT SPECIALIST1.1 WORK ROLE OVERVIEWThe table below provides an overview of various role-specific elements related to 411-Technical SupportSpecialist.Table 1. 411-Technical Support Specialist Work Role OverviewNICE Work RoleDescriptionProvides technical support to customers who need assistance utilizing client-level hardware and software inaccordance with established or approved organizational process components (i.e., Master IncidentManagement Plan, when applicable).Personnel performing the 411-Technical Support Specialist work role are most commonly aligned to thefollowing Occupational Series: (Top 5 Shown)OPMOccupationalSeries-2210-Information Technology – 75%1550 – Computer Science – 7%391-Telecommunications – 5%335-Computer Clerk and Assistant – 5%301- Misc. Administration and Program – 2%Personnel performing the 411-Technical Support Specialist work role are most commonly paired with thefollowing complimentary Work Roles (Top 5 shown):Work RolePairings-451-System Administrator- 46%441-Network Operations Specialist- 15%431-Knowledge Manager- 6%421-Database Administrator- 5%422-Data Analyst- 5%Personnel performing the 411-Techncial Support Specialist work role may unofficially or alternatively becalled:Functional Titles-Computer Support SpecialistCustomer SupportHelp Desk RepresentativeService Desk OperatorUser Support SpecialistMobile Device ManagerTelecom Support SpecialistNetwork and Application Account ManagerPersonnel performing the 411-Technical Support Specialist work role are most commonly found within thefollowing grades on the General Schedule.Distribution ofGS-Levels- GS-2 – redacted** GS-3 – redacted** GS-4 – redacted** GS-5 – redacted** GS-6 – redacted**3
- GS-7 – redacted** GS-8 – redacted** GS-9 – 11% GS-10 – redacted** GS-11 – 19% GS-12 – 24% GS-13 – 15% GS-14 – 4% GS-15 – redacted**21% of all 411s are in non-GS pay plans and excluded from this section**percentages less than 3% have been redactedThe following work roles are examples of common roles an individual may perform prior to transitioninginto the 411-Technical Support Specialist work role:On Ramps-N/A, 411-Technical Support Specialist is a foundational entry point into the cyber workforce.The following work roles are examples of common transitions an individual may pursue after havingperformed the 411-Technical Support Specialist. This is not an exhaustive list, nor does it consider learningand development opportunities an individual may pursue to prepare themselves for performing alternatework roles:Off Ramps421-Database Administrator422-Data Analyst431-Knowledge Manager441-Network Operations Specialist451-System Administrator671-System Testing and Evaluation Specialist*Note: Leveraging the knowledge, skills, abilities, and tasks of the 411-Technical Support Specialist workrole, individuals may prepare themselves to transition into one or more of the following cross-functionalwork roles:-711- Cyber Instructional Curriculum Developer712-Cyber Instructor732-Privacy Compliance Manager / Officer751-Cyber Workforce Developer and Manager752-Cyber Policy and Strategy Planner802-IT Project Manager803-Product Support Manager4
1.2 CORE TASKSThe table below provides a list of tasks that represent the Core, or baseline, expectations forperformance in the 411-Technical Support Specialist work role, as well as additional tasks that those inthis role may be expected to perform.Table 2. Technical Support Specialist Core TasksTaskIDTask DescriptionCore orAdditionalT0468Diagnose and resolve customer reported system incidents, problems, and events.CoreT0491Install and configure hardware, software, and peripheral equipment for system users in accordancewith organizational standards.CoreT0237Troubleshoot system hardware and software.CoreT0494Administer accounts, network rights, and access to systems and equipment.CoreT0502Monitor and report client-level computer system performance.CoreT0315Develop and deliver technical training to educate others or meet customer needs.CoreT0125Install and maintain network infrastructure device operating system software (e.g., IOS, firmware).AdditionalT0496Perform asset management/inventory of information technology (IT) resources.AdditionalT0331Maintain incident tracking and solution database.AdditionalT0482Make recommendations based on trend analysis for enhancements to software and hardwaresolutions to enhance customer experience.AdditionalT0530Develop a trend analysis and impact report.AdditionalT0308Analyze incident data for emerging trends.Additional5
1.3 CORE KNOWLEDGE, SKILLS, AND ABILITIESThe table below provides a ranking of KSAs that represent the Core, or baseline, expectations forperformance in the 411-Technical Support Specialist work role, as well as additional KSAs that those inthis role may be expected to demonstrate.Table 3. Technical Support Specialist Core Knowledge, Skills, and AbilitiesKSA IDDescriptionCompetencyK0004Knowledge of cybersecurity principles.K0001Knowledge of computer networking concepts and protocols, and network curityInfrastructure DesignK0003Knowledge of national and international laws, regulations, policies, and ethics as theyrelate to cybersecurity.Legal, Government, andJurisprudenceK0002Knowledge of risk management processes (e.g., methods for assessing and mitigatingrisk).Risk ManagementK0005Knowledge of cyber threats and ledge of specific operational impacts of cybersecurity lapses.VulnerabilitiesAssessmentK0109Knowledge of physical computer components and architectures, including the functionsof various components and peripherals (e.g., CPUs, Network Interface Cards, datastorage).Knowledge of the basic operation of computers.Computers 0053Skill in using the appropriate tools for repairing software, hardware, and peripheralequipment of a system.Ability to accurately define incidents, problems, and events in the trouble ticketingsystem.Knowledge of procedures used for documenting and querying reported incidents,problems, and events.Knowledge of the operations and processes for incident, problem, and eventmanagement.Knowledge of remote access processes, tools, and capabilities related to customersupport.Knowledge of an organization's information classification program and procedures forinformation compromise.Knowledge of measures or indicators of system performance and availability.Importance toWork RoleFoundationalto All WorkRolesFoundationalto All WorkRolesFoundationalto All WorkRolesFoundationalto All WorkRolesFoundationalto All WorkRolesFoundationalto All WorkRolesCoreComputers andElectronicsComputers andElectronicsIncident ManagementCoreIncident ManagementCoreIncident ManagementCoreInformation AssuranceCoreInformationManagementInformation TechnologyAssessmentCoreCoreCoreCore6
Importance toWork RoleKSA IDDescriptionCompetencyK0114Knowledge of electronic devices (e.g., computer systems/components, access controldevices, 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 of organizational security policies.Infrastructure DesignCorePolicy ManagementCoreKnowledge of successful capabilities to identify the solutions to less common and morecomplex system problems.Knowledge of industry best practices for service desk.Problem SolvingCoreSystem AdministrationCoreSystem AdministrationCoreK0088Knowledge of IT system operation, maintenance, and security needed to keepequipment functioning properly.Knowledge of systems administration concepts.System AdministrationCoreS0142Skill in conducting research for troubleshooting novel client-level problems.System AdministrationCoreS0039System AdministrationCoreK0262Knowledge of Personal Health Information (PHI) data security standards.K0260Knowledge of Personally Identifiable Information (PII) data security standards.A0122Ability to design capabilities to find solutions to less common and more complex systemproblems.Skill to design incident response for cloud service models.Systems Testing andEvaluationData Privacy andProtectionData Privacy andProtectionData Privacy andProtectionEnterprise ArchitectureCoreK0261Skill in identifying possible causes of degradation of system performance or availabilityand initiating actions needed to mitigate this degradation.Skill in configuring and validating network workstations and peripherals in accordancewith approved standards and/or specifications.Knowledge of Payment Card Industry (PCI) data security AdditionalAdditionalAdditionalIncident ManagementAdditionalKnowledgeManagementOperating SystemsAdditionalK0116Knowledge of Cloud-based knowledge management technologies and concepts relatedto security, governance, procurement, and administration.Knowledge of file extensions (e.g., .dll, .bat, .zip, .pcap, .gzip).A0034Ability to develop, update, and/or maintain standard operating procedures (SOPs).Policy ManagementAdditionalK0224Knowledge of system administration concepts for operating systems such as but notlimited to Unix/Linux, IOS, Android, and Windows operating systems.System AdministrationAdditionalK0194Additional7
1.4 CORE COMPETENCIESThe table below is a compilation of competencies aligned to the 411-Technical Support Specialist workrole, and their associated importance. Listed competencies are collections of three or more similarKnowledge, Skills, or Abilities aligned to the Work Role. These competencies originate from the NICEFramework Competency Pivot Tool.Table 4. 411-Technical Support Specialist Core CompetenciesTechnicalCompetencyComputers andElectronicsComp. IDDefinitionWork Role Related KSAsC008This area contains KSAs that relateto electronic data management oranalysis devices, associatedperipherals, accessories--SystemAdministrationC048This area contains KSAs that relateto the upkeep, configuration, andreliable operation of computersystems.----IncidentManagementC021This area contains KSAs that relateto the tactics, technologies,principles, and processes toanalyze, prioritize, and handleincidents.---Knowledge of the basic operation ofcomputers.Knowledge of physical computercomponents and architectures, includingthe functions of various components andperipherals (e.g., CPUs, NetworkInterface Cards, data storage).Skill in using the appropriate tools forrepairing software, hardware, andperipheral equipment of a system.Knowledge of systems administrationconcepts.Knowledge of IT system operation,maintenance, and security needed tokeep equipment functioning properly.Knowledge of best practices for servicedesk.Knowledge of system administrationconcepts for operating systems such asbut not limited to Unix/Linux, IOS,Android, and Windows operatingsystems.Skill in identifying possible causes ofdegradation of system performance oravailability and initiating actions neededto mitigate this degradation.Skill in conducting research fortroubleshooting novel client-levelproblems.Knowledge of the operations andprocesses for incident, problem, andevent management.Knowledge of procedures used fordocumenting and querying reportedincidents, problems, and events.Skill to design incident response for cloudservice models.Ability to accurately define incidents,problems, and events in the troubleticketing system.ImportanceCoreCoreCore8
TechnicalCompetencyData Privacy andProtectionComp. IDDefinitionWork Role Related KSAsC014This area contains KSAs that relateto the relationship between thecollection and dissemination ofdata, technology, the publicexpectation of privacy, legal andpolitical issues surrounding them-Knowledge of Payment Card Industry(PCI) data security standards.Knowledge of Personally IdentifiableInformation (PII) data security standards.Knowledge of Personal HealthInformation (PHI) data securitystandards.ImportanceAdditional9
1.5 SUGGESTED QUALIFICATIONS / CAPABILITY INDICATORSTable 5. 411-Technical Support Specialist Suggested Qualifications / Capability IndicatorsFor indicators of capability for the 411-Technical Support Specialist work role, please see Draft NISTR8193 - National Initiative for Cybersecurity Education (NICE) Framework Work Role Capability Indicators.Section to be populated with updated DoD-8140 Qualification Matrix for 411-Technical SupportSpecialist.10
2 APPENDIX: 411-TECHNICAL SUPPORT SPECIALISTTASK ANALYSIS AND KSA MAPPING2.1 KEY TO READING THE TASK ANALYSIS AND KSA MAPPINGTable 6. Key to Reading the Task Analysis and KSA MappingProficiencyAs WrittenEntryIntermediateAdvancedTask StatementTask as written within the NICE Cybersecurity Workforce Framework (NICE Framework).ImportanceOverall Importance to WorkRoleExample behavioral indicator / task permutation for performing this task at an Entry skills proficiency level.Example behavioral indicator / task permutation for performing this task at an Intermediate skills proficiency level.Example behavioral indicator / task permutation for performing this task at an Advanced skills proficiency level.Table 7. Primary Knowledge, Skills, and Abilities Required to Perform the above TaskKSA IDDescriptionCompetencyID of K, S, or AKnowledge, Skill or Ability needed to perform the task as written within the NICE FrameworkCompetency mapped to theindividual K, S, or A.11
2.2 411-TECHNICAL SUPPORT SPECIALIST TASK ANALYSIS AND KSA MAPPINGTable 8. T0468 Task AnalysisProficiencyAs WrittenEntryIntermediateAdvancedTask StatementImportanceDiagnose and resolve customer reported system incidents, problems, and events.CoreSupport the diagnosis of customer reported system incidents, problems, and events.Diagnose and resolve customer reported system incidents, problems, and events.Diagnose, resolves, and identify enhancements resulting from complex or novel customer reported system incidents,problems, and events.Table 9. Primary Knowledge, Skills, and Abilities Required to Perform the above TaskKSA IDDescriptionCompetencyK0109Knowledge of physical computer components and architectures, including the functions ofvarious components and peripherals (e.g., CPUs, Network Interface Cards, data storage).Computers and ElectronicsK0302Knowledge of the basic operation of computers.Computers and ElectronicsS0058Skill in using the appropriate tools for repairing software, hardware, and peripheralequipment of a system.Computers and ElectronicsK0260Knowledge of Personally Identifiable Information (PII) data security standards.Data Privacy and ProtectionK0292Knowledge of the operations and processes for incident, problem, and event management.Incident ManagementK0317Knowledge of procedures used for documenting and querying reported incidents, problems,and events.Incident ManagementA0025Ability to accurately define incidents, problems, and events in the trouble ticketing system.Incident ManagementK0247Knowledge of remote access processes, tools, and capabilities related to customer support.Information AssuranceK0287Knowledge of an organization's information classification program and procedures forinformation compromise.Information ManagementK0001K0114Knowledge of computer networking concepts and protocols, and network securitymethodologies.Knowledge of electronic devices (e.g., computer systems/components, access controldevices, 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.).Infrastructure DesignInfrastructure DesignK0116Knowledge of file extensions (e.g., .dll, .bat, .zip, .pcap, .gzip).Operating SystemsK0237Knowledge of industry best practices for service desk.System AdministrationK0294Knowledge of IT system operation, maintenance, and security needed to keep equipmentfunctioning properly.System AdministrationS0039Skill in identifying possible causes of degradation of system performance or availability andinitiating actions needed to mitigate this degradation.System AdministrationS0142Skill in conducting research for troubleshooting novel client-level problems.System AdministrationK0088Knowledge of systems administration concepts.System Administration12
KSA IDDescriptionCompetencyK0224Knowledge of system administration concepts for operating systems such as but not limitedto Unix/Linux, IOS, Android, and Windows operating systems.System AdministrationK0006Knowledge of specific operational impacts of cybersecurity lapses.Vulnerabilities Assessment13
Table 10. T0237 Task AnalysisProficiencyAs WrittenEntryIntermediateAdvancedTask StatementImportanceTroubleshoot system hardware and software.CoreWith guidance, troubleshoot system hardware and software.Troubleshoot system hardware and software.Optimize system hardware and software.Table 11. Primary Knowledge, Skills, and Abilities Required to Perform the above TaskKSA IDDescriptionCompetencyK0109Knowledge of physical computer components and architectures, including the functions ofvarious components and peripherals (e.g., CPUs, Network Interface Cards, data storage).Computers and ElectronicsK0302Knowledge of the basic operation of computers.Computers and ElectronicsS0058Skill in using the appropriate tools for repairing software, hardware, and peripheralequipment of a system.Computers and ElectronicsK0292Knowledge of the operations and processes for incident, problem, and event management.Incident ManagementA0025Ability to accurately define incidents, problems, and events in the trouble ticketing system.Incident ManagementK0317Knowledge of procedures used for documenting and querying reported incidents, problems,and events.Incident ManagementK0247Knowledge of remote access processes, tools, and capabilities related to customer support.Information AssuranceK0053Knowledge of measures or indicators of system performance and availability.Information TechnologyAssessmentK0114Knowledge of electronic devices (e.g., computer systems/components, access controldevices, 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.).Infrastructure DesignK0330Knowledge of successful capabilities to identify the solutions to less common and morecomplex system problems.Problem SolvingK0224Knowledge of system administration concepts for operating systems such as but not limitedto Unix/Linux, IOS, Android, and Windows operating systems.System AdministrationK0294Knowledge of IT system operation, maintenance, and security needed to keep equipmentfunctioning properly.System AdministrationS0039Skill in identifying possible causes of degradation of system performance or availability andinitiating actions needed to mitigate this degradation.System AdministrationS0142Skill in conducting research for troubleshooting novel client-level problems.System AdministrationK0237Knowledge of industry best practices for service desk.System AdministrationK0088Knowledge of systems administration concepts.System AdministrationS0159Skill in configuring and validating network workstations and peripherals in accordance withapproved standards and/or specifications.Systems Testing andEvaluation14
Table 12. T0491 Task AnalysisProficiencyAs WrittenEntryIntermediateAdvancedTask StatementImportanceInstall and configure hardware, software, and peripheral equipment for system users inaccordance with organizational standards.CoreAssist with installing and configuring hardware, software, and peripheral equipment for system users in accordance withorganizational standards.Install and configure hardware, software, and peripheral equipment for system users in accordance with organizationalstandards.Install and configure complex or novel hardware, software, and peripheral equipment for system users in accordance withorganizational standards.Table 13. Primary Knowledge, Skills, and Abilities Required to Perform the above TaskKSA IDK0109K0302DescriptionKnowledge of physical computer components and architectures, including the functionsof various components and peripherals (e.g., CPUs, Network Interface Cards, datastorage).CompetencyComputers and ElectronicsKnowledge of the basic operation of computers.Skill in using the appropriate tools for repairing software, hardware, and peripheralequipment of a system.Ability to accurately define incidents, problems, and events in the trouble ticketingsystem.Knowledge of remote access processes, tools, and capabilities related to customersupport.Knowledge of electronic devices (e.g., computer systems/components, access controldevices, digital cameras, digital scanners, electronic organizers, hard drives, memorycards, modems, network components, networked appliances, networked home controldevices, printers, removable storage devices, telephones, copiers, facsimile machines,etc.).Computers and ElectronicsK0116Knowledge of file extensions (e.g., .dll, .bat, .zip, .pcap, .gzip).Operating SystemsK0330Knowledge of successful capabilities to identify the solutions to less common and morecomplex system problems.Problem SolvingS0142Skill in conducting research for troubleshooting novel client-level problems.System AdministrationK0224Knowledge of system administration concepts for operating systems such as but notlimited to Unix/Linux, IOS, Android, and Windows operating systems.System AdministrationK0237Knowledge of industry best practices for service desk.Knowledge of IT system operation, maintenance, and security needed to keep equipmentfunctioning properly.S0058A0025K0247K0114K0294Computers and ElectronicsIncident ManagementInformation AssuranceInfrastructure DesignSystem AdministrationSystem AdministrationS0039Skill in identifying possible causes of degradation of system performance or availabilityand initiating actions needed to mitigate this degradation.System AdministrationS0159Skill in configuring and validating network workstations and peripherals in accordancewith approved standards and/or specifications.Systems Testing andEvaluation15
Table 14. T0494 Task AnalysisProficiencyAs WrittenEntryIntermediateAdvancedTask StatementAdminister accounts, network rights, and access to systems and equipment.ImportanceCoreAssist with the administration of accounts, network rights, and access to systems and equipment.Administer accounts, network rights, and access to systems and equipment.Administer complex or novel accounts, network rights, and access to systems and equipment.Table 15. Primary Knowledge, Skills, and Abilities Required to Perform the above TaskKSA IDDescriptionCompetencyK0109Knowledge of physical computer components and architectures, including the functions ofvarious components and peripherals (e.g., CPUs, Network Interface Cards, data storage).Computers and ElectronicsK0302Knowledge of the basic operation of computers.Computers and ElectronicsA0025Ability to accurately define incidents, problems, and events in the trouble ticketing system.Incident ManagementK0247Knowledge of remote access processes, tools, and capabilities related to customer support.Knowledge of computer networking concepts and protocols, and network securitymethodologies.Information AssuranceK0088Knowledge of systems administration concepts.System AdministrationK0224Knowledge of system administration concepts for operating systems such as but not limitedto Unix/Linux, IOS, Android, and Windows operating systems.System AdministrationS0142Skill in conducting research for troubleshooting novel client-level problems.Knowledge of IT system operation, maintenance, and security needed to keep equipmentfunctioning properly.System AdministrationK0001K0294Infrastructure DesignSystem Administration16
Table 16. T0315 Task AnalysisProficiencyAs WrittenEntryIntermediateAdvancedTask StatementImportanceDevelop and deliver technical training to educate others or meet customer needs.CoreHelp with developing and delivering technical training to educate others or meet customer needs.Develop and deliver technical training to educate others or meet customer needs.Oversee the development and delivery of technical training to educate others or meet customer needs.Table 17. Primary Knowledge, Skills, and Abilities Required to Perform the above TaskKSA IDDescriptionCompetencyK0109Knowledge of physical computer components and architectures, including the functions ofvarious components and peripherals (e.g., CPUs, Network Interface Cards, data storage).Computers and ElectronicsK0302Knowledge of the basic operation of computers.Computers and ElectronicsK0114K0001Knowledge of electronic devices (e.g., computer systems/components, access controldevices, 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.).Knowledge of computer networking concepts and protocols, and network securitymethodologies.Infrastructure DesignInfrastructure DesignK0116Knowledge of file extensions (e.g., .dll, .bat, .zip, .pcap, .gzip).Operating SystemsA0034Ability to develop, update, and/or maintain standard operating procedures (SOPs).Policy ManagementS0142Skill in conducting research for troubleshooting novel client-level problems.System Administration17
Table 18. T0502 Task AnalysisProficiencyAs WrittenEntryTask StatementImportanceMonitor and report client-level computer system performance.IntermediateSupport monitoring and reporting of client-level computer system performance.Monitor and report client-level computer system performance.AdvancedMonitor and report complex or novel client-level computer system performance.CoreTable 19. Primary Knowledge, Skills, and Abilities Required to Perform the above TaskKSA IDDescriptionCompetencyK0302Knowledge of the basic operation of computers.Computers and ElectronicsS0058Skill in using the appropriate tools for repairing software, hardware, and peripheralequipment of a system.Computers and ElectronicsK0292Knowledge of the operations and processes for incident, problem, and event management.Incident ManagementK0317Knowledge of procedures used for documenting and querying reported incidents, problems,and events.Incident ManagementA0025Ability to accurately define incidents, problems, and events in the trouble ticketing system.Incident ManagementK0053Knowledge of measures or indicators of system performance and availability.Information TechnologyAssessmentK0330Knowledge of successful capabilities to identify the solutions to less common and morecomplex system problems.Problem SolvingS0039Skill in identifying possible causes of degradation of system performance or availability andinitiating actions needed to mitigate this degradation.System AdministrationS0142Skill in conducting research for troubleshooting novel client-level problems.System AdministrationS0159Skill in configuring and validating network workstations and peripherals in accordance withapproved standards and/or specifications.Systems Testing andEvaluation18
into the 411-Technical Support Specialist work role: - N/A, 411-Technical Support Specialist is a foundational entry point into the cyber workforce. Off Ramps. The following work roles are examples of common transitions an individual may pursue after having performed the 411-Technical Support Specialist.
