Implementation and Operation · IO-WRL-007 · OPM code 411
Technical Support
From NICE Framework Components v2.2.0
Description
From NICE Framework Components v2.2.0
Free · NICE Framework Components v2.2.0Responsible 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.
Tasks
From NICE Framework Components v2.2.0, open one for the AI skills Workforce Automation maps to it
Free · NICE Framework Components v2.2.0T0237 Troubleshoot system hardware and software
WFA · Part of the paid plan when accounts openWFA (Workforce Automation) analysis: AI skills mapped to this task
Not mapped yetT1020 Determine the operational and safety impacts of cybersecurity lapses
WFA · Part of the paid plan when accounts openWFA (Workforce Automation) analysis: AI skills mapped to this task
Not mapped yetT1024 Implement organizational security policies and procedures
WFA · Part of the paid plan when accounts openWFA (Workforce Automation) analysis: AI skills mapped to this task
Not mapped yetT1214 Install network infrastructure device operating system software
WFA · Part of the paid plan when accounts openWFA (Workforce Automation) analysis: AI skills mapped to this task
Not mapped yetT1215 Maintain network infrastructure device operating system software
WFA · Part of the paid plan when accounts openWFA (Workforce Automation) analysis: AI skills mapped to this task
Not mapped yetT1334 Produce cybersecurity instructional materials
WFA · Part of the paid plan when accounts openWFA (Workforce Automation) analysis: AI skills mapped to this task
Not mapped yetT1405 Identify emerging incident trends
WFA · Part of the paid plan when accounts openWFA (Workforce Automation) analysis: AI skills mapped to this task
Not mapped yetT1411 Develop technical training curriculum and resources
WFA · Part of the paid plan when accounts openWFA (Workforce Automation) analysis: AI skills mapped to this task
Not mapped yetT1412 Deliver technical training to customers
WFA · Part of the paid plan when accounts openWFA (Workforce Automation) analysis: AI skills mapped to this task
Not mapped yetT1427 Maintain incident tracking and solution databases
WFA · Part of the paid plan when accounts openWFA (Workforce Automation) analysis: AI skills mapped to this task
Not mapped yetT1429 Prepare trend analysis reports
WFA · Part of the paid plan when accounts openWFA (Workforce Automation) analysis: AI skills mapped to this task
Not mapped yetT1538 Resolve customer-reported system incidents and events
WFA · Part of the paid plan when accounts openWFA (Workforce Automation) analysis: AI skills mapped to this task
Not mapped yetT1554 Recommend enhancements to software and hardware solutions
WFA · Part of the paid plan when accounts openWFA (Workforce Automation) analysis: AI skills mapped to this task
Not mapped yetT1566 Install system hardware, software, and peripheral equipment
WFA · Part of the paid plan when accounts openWFA (Workforce Automation) analysis: AI skills mapped to this task
Not mapped yetT1567 Configure system hardware, software, and peripheral equipment
WFA · Part of the paid plan when accounts openWFA (Workforce Automation) analysis: AI skills mapped to this task
Not mapped yetT1569 Administer system and network user accounts
WFA · Part of the paid plan when accounts openWFA (Workforce Automation) analysis: AI skills mapped to this task
Not mapped yetT1570 Establish system and network rights processes and procedures
WFA · Part of the paid plan when accounts openWFA (Workforce Automation) analysis: AI skills mapped to this task
Not mapped yetT1571 Establish systems and equipment access protocols
WFA · Part of the paid plan when accounts openWFA (Workforce Automation) analysis: AI skills mapped to this task
Not mapped yetT1572 Inventory technology resources
WFA · Part of the paid plan when accounts openWFA (Workforce Automation) analysis: AI skills mapped to this task
Not mapped yetT1580 Monitor client-level computer system performance
WFA · Part of the paid plan when accounts openWFA (Workforce Automation) analysis: AI skills mapped to this task
Not mapped yetT1581 Create client-level computer system performance reports
WFA · Part of the paid plan when accounts openWFA (Workforce Automation) analysis: AI skills mapped to this task
Not mapped yetT1606 Prepare impact reports
WFA · Part of the paid plan when accounts openWFA (Workforce Automation) analysis: AI skills mapped to this task
Not mapped yetT1626 Determine impact of new systems and system interfaces on current and target environments
WFA · Part of the paid plan when accounts openWFA (Workforce Automation) analysis: AI skills mapped to this task
Not mapped yet
Knowledge
From NICE Framework Components v2.2.0
Free · NICE Framework Components v2.2.0- K0674Knowledge of computer networking protocols
- K0675Knowledge of risk management processes
- K0676Knowledge of cybersecurity laws and regulations
- K0677Knowledge of cybersecurity policies and procedures
- K0678Knowledge of privacy laws and regulations
- K0679Knowledge of privacy policies and procedures
- K0680Knowledge of cybersecurity principles and practices
- K0681Knowledge of privacy principles and practices
- K0682Knowledge of cybersecurity threats
- K0683Knowledge of cybersecurity vulnerabilities
- K0684Knowledge of cybersecurity threat characteristics
- K0685Knowledge of access control principles and practices
- K0686Knowledge of authentication and authorization tools and techniques
- K0725Knowledge of incident response tools and techniques
- K0726Knowledge of incident handling tools and techniques
- K0740Knowledge of system performance indicators
- K0741Knowledge of system availability measures
- K0746Knowledge of policy-based access controls
- K0747Knowledge of Risk Adaptive (Adaptable) Access Controls (RAdAC)
- K0751Knowledge of system threats
- K0752Knowledge of system vulnerabilities
- K0762Knowledge of software debugging principles and practices
- K0769Knowledge of system design standards and best practices
- K0770Knowledge of system administration principles and practices
- K0786Knowledge of physical computer components
- K0787Knowledge of computer peripherals
- K0793Knowledge of file extensions
- K0829Knowledge of account creation policies and procedures
- K0830Knowledge of password policies and procedures
- K0837Knowledge of hardening tools and techniques
- K0863Knowledge of cloud computing principles and practices
- K0864Knowledge of knowledge management principles and practices
- K0865Knowledge of data classification standards and best practices
- K0866Knowledge of data classification tools and techniques
- K0872Knowledge of service management principles and practices
- K0873Knowledge of service management standards and best practices
- K0898Knowledge of cloud service models and frameworks
- K0903Knowledge of service desk principles and practices
- K0911Knowledge of remote access tools and techniques
- K0917Knowledge of Personally Identifiable Information (PII) data security standards and best practices
- K0918Knowledge of Payment Card Industry (PCI) data security standards and best practices
- K0919Knowledge of Personal Health Information (PHI) data security standards and best practices
- K0934Knowledge of data classification policies and procedures
- K0935Knowledge of incident, event, and problem management policies and procedures
- K0946Knowledge of incident reporting policies and procedures
- K0983Knowledge of computer networking principles and practices
- K1014Knowledge of network security principles and practices
- K1090Knowledge of software, hardware, and peripheral equipment repair tools and techniques
- K1112Knowledge of asset management policies and procedures
- K1127Knowledge of customer experience principles and practices
- K1191Knowledge of organizational security posture
Skills
From NICE Framework Components v2.2.0
Free · NICE Framework Components v2.2.0- S0407Skill in developing standard operating procedures (SOPs)
- S0408Skill in maintaining standard operating procedures (SOPs)
- S0478Skill in providing customer support
- S0487Skill in operating IT systems
- S0488Skill in maintaining IT systems
- S0582Skill in troubleshooting system performance
- S0593Skill in handling incidents
- S0594Skill in repairing hardware
- S0595Skill in repairing system peripherals
- S0661Skill in troubleshooting client-level problems
- S0679Skill in configuring network workstations and peripherals
- S0680Skill in validating network workstations and peripherals
- S0687Skill in performing administrative planning activities
- S0805Skill in designing incident responses
- S0806Skill in performing incident responses
- S0807Skill in solving problems
- S0844Skill in managing account access rights
- S0852Skill in performing cyber defense trend analysis
- S0854Skill in performing data analysis
- S0892Skill in performing trend analysis
Workforce Automation analysis, not part of the source
O*NET jobs this role maps to
WFA · Part of the paid plan when accounts openJobs from the ETO-CSET NICE/O*NET crosswalk (2024), with the share of each job’s detailed work activities (DWAs) that has a mapped AI skill. We haven’t mapped AI skills to this role’s own tasks yet; until then, these jobs show the coverage the role reaches through the occupations it maps to.
- Computer User Support Specialists 15-1232.00DWAs covered8 of 22
- Computer Network Support Specialists 15-1231.00DWAs covered5 of 22
Equivalents
O*NET jobs
Mapped to this role by the ETO-CSET NICE/O*NET crosswalk (2024); jobs from O*NET 30.3
Free · O*NET 30.3- Computer User Support Specialists 15-1232.00
- Computer Network Support Specialists 15-1231.00
DCWF work roles
From DoD DCWF Tool v5.3 (2026-09-25), linked by its NCWF ID or NICE's OPM code
Free · DoD DCWF Tool v5.3 (2026-09-25)- Technical Support Specialist 411 · IT (Cyberspace) · linked by DCWF Tool NCWF ID