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IT (Cyberspace) · Work role code 411

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).

From DoD DCWF Tool v5.3 (2026-09-25)

Tasks

From DoD DCWF Tool v5.3 (2026-09-25), in the tool's order, with the DCWF KSAT id

Free · DoD DCWF Tool v5.3 (2026-09-25)
  • 554ADiagnose and resolve customer reported system incidents, problems, and events.Core
  • 639AMake recommendations based on trend analysis for enhancements to software and hardware solutions to enhance customer experience.Additional
  • 665AInstall and configure hardware, software, and peripheral equipment for system users in accordance with organizational standards.Core
  • 695AAdminister accounts, network rights, and access to systems and equipment.Core
  • 698APerform asset management/inventory of information technology (IT) resources.Additional
  • 714AMonitor and report client-level computer system performance.Core
  • 830ADevelop a trend analysis and impact report.Additional
  • 866Troubleshoot system hardware and software.Core
  • 2016Analyze incident data for emerging trends.Additional
  • 2253Develop and deliver technical training to educate others or meet customer needs.Additional
  • 2549Maintain incident tracking and solution database.Additional

Knowledge

From DoD DCWF Tool v5.3 (2026-09-25), in the tool's order, with the DCWF KSAT id

Free · DoD DCWF Tool v5.3 (2026-09-25)
  • 7AKnowledge of successful capabilities to identify the solutions to less common and more complex system problems.Core
  • 22* Knowledge of computer networking concepts and protocols, and network security methodologies.Core
  • 33AKnowledge of procedures used for documenting and querying reported incidents, problems, and events.Core
  • 76Knowledge of measures or indicators of system performance and availability.Core
  • 108* Knowledge of risk management processes (e.g., methods for assessing and mitigating risk).Core
  • 127Knowledge of systems administration concepts.Core
  • 142AKnowledge of the operations and processes for incident, problem, and event management.Core
  • 145AKnowledge of IT system operation, maintenance, and security needed to keep equipment functioning properly.Core
  • 222BKnowledge of the basic operation of computers.Core
  • 264AKnowledge of basic physical computer components and architectures.Core
  • 281Knowledge 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]).Core
  • 1034AKnowledge of Personally Identifiable Information (PII) data security standards.Additional
  • 1034BKnowledge of Payment Card Industry (PCI) data security standards.Additional
  • 1034CKnowledge of Personal Health Information (PHI) data security standards.Additional
  • 1141AKnowledge of an organization's information classification program and procedures for information compromise.Core
  • 1157* Knowledge of national and international laws, regulations, policies, and ethics as they relate to cybersecurity.Core
  • 1158* Knowledge of cybersecurity principles.Core
  • 1159* Knowledge of cyber threats and vulnerabilities.Core
  • 6310Knowledge of industry best practices for service desk.Core
  • 6350Knowledge of organizational security policies.Core
  • 6400Knowledge of remote access processes, tools, and capabilities related to customer support.Core
  • 6900* Knowledge of specific operational impacts of cybersecurity lapses.Core
  • 6935* Knowledge of cloud computing service models Software as Service (SaaS), Infrastructure as a Service (IaaS), and Platform as a Service (PaaS).Core
  • 6938* Knowledge of cloud computing deployment models in private, public, and hybrid environment and the difference between on-premises and off-premises environments.Core
  • 7111* Knowledge of Zero Trust Security Model Principles.Core

Skills

From DoD DCWF Tool v5.3 (2026-09-25), in the tool's order, with the DCWF KSAT id

Free · DoD DCWF Tool v5.3 (2026-09-25)
  • 165ASkill in conducting research for troubleshooting novel client-level problems.Core
  • 204Skill in identifying possible causes of degradation of system performance or availability and initiating actions needed to mitigate this degradation.Core
  • 221ASkill in configuring and validating network workstations and peripherals in accordance with approved standards and/or specifications.Core
  • 235Skill in using the appropriate tools for repairing software, hardware, and peripheral equipment of a system.Core

Abilities

From DoD DCWF Tool v5.3 (2026-09-25), in the tool's order, with the DCWF KSAT id

Free · DoD DCWF Tool v5.3 (2026-09-25)
  • 6010Ability to accurately define incidents, problems, and events in the trouble ticketing system.Core
  • 6110Ability to develop, update, and/or maintain standard operating procedures (SOPs).Additional

Workforce Automation analysis, not part of the source

O*NET jobs

WFA · Part of the paid plan when accounts open

Jobs the ETO-CSET NICE/O*NET crosswalk (2024) maps to this role’s NICE equivalents, with the share of each job’s detailed work activities (DWAs) that has a mapped AI skill.

Equivalents

NICE work roles

From DoD DCWF Tool v5.3 (2026-09-25), linked from published ids only, never from titles

Free · DoD DCWF Tool v5.3 (2026-09-25)

O*NET jobs it reaches

Through its NICE equivalents, by the ETO-CSET NICE/O*NET crosswalk (2024); jobs from O*NET 30.3

Free · O*NET 30.3