CISA Technical Support Specialist


This role 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).

Personnel performing this work role may unofficially or alternatively be called:

  • Computer Support Specialist
  • Customer Support
  • Help Desk Representative
  • Service Desk Operator Systems Administrator
  • Technical Support Specialist
  • User Support Specialist
  • Mobile Device Manager
  • Telecom Support Specialist
  • Network and Application Account Manager

Category: Operate and Maintain
Specialty Area: Customer Service and Technical Support

 

Core Tasks

  • Diagnose and resolve customer reported system incidents, problems, and events. (T0468)
  • Install and configure hardware, software, and peripheral equipment for system users in accordance with organizational standards. (T0491)
  • Troubleshoot system hardware and software. (T0237)
  • Administer accounts, network rights, and access to systems and equipment. (T0494)
  • Monitor and report client-level computer system performance. (T0502)
  • Develop and deliver technical training to educate others or meet customer needs. (T0315)

Core Competencies

  • Computers and Electronics
  • Incident Management
  • Information Assurance
  • Information Management
  • Information Technology Assessment
  • Infrastructure Design
  • Policy Management
  • Problem Solving
  • System Administration
  • Systems Testing and Evaluation

Core Knowledge, Skills, Abilities (KSAs)

  • Knowledge of cybersecurity principles. (K0004)
  • Knowledge of computer networking concepts and protocols, and network security methodologies. (K0001)
  • Knowledge of national and international laws, regulations, policies, and ethics as they relate to cybersecurity. (K0003)
  • Knowledge of risk management processes (e.g., methods for assessing and mitigating risk). (K0002)
  • Knowledge of cyber threats and vulnerabilities. (K0005)
  • Knowledge of specific operational impacts of cybersecurity lapses. (K0006)
  • Knowledge of physical computer components and architectures, including the functions of various components and peripherals (e.g., CPUs, Network Interface Cards, data storage). (K0109)
  • Knowledge of the basic operation of computers. (K0302)
  • Skill in using the appropriate tools for repairing software, hardware, and peripheral equipment of a system. (S0058)
  • Ability to accurately define incidents, problems, and events in the trouble ticketing system. (A0025)
  • Knowledge of procedures used for documenting and querying reported incidents, problems, and events. (K0317)
  • Knowledge of the operations and processes for incident, problem, and event management. (K0292)
  • Knowledge of remote access processes, tools, and capabilities related to customer support. (K0247)
  • Knowledge of an organization's information classification program and procedures for information compromise. (K0287)
  • Knowledge of measures or indicators of system performance and availability. (K0053)
  • 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]). (K0114)
  • Knowledge of organizational security policies. (K0242)
  • Knowledge of successful capabilities to identify the solutions to less common and more complex system problems. (K0330)
  • Knowledge of industry best practices for service desk. (K0237)
  • Knowledge of IT system operation, maintenance, and security needed to keep equipment functioning properly. (K0294)
  • Knowledge of systems administration concepts. (K0088)
  • Skill in conducting research for troubleshooting novel client-level problems. (S0142)
  • Skill in identifying possible causes of degradation of system performance or availability and initiating actions needed to mitigate this degradation. (S0039)
  • Skill in configuring and validating network workstations and peripherals in accordance with approved standards and/or specifications. (S0159)

How to Apply

To apply for this work role, submit an application to one or more of CISA's vacancy announcements. Please ensure your resume has been updated to reflect your demonstrated experience performing the above tasks and describe your exposure to the listed competencies.

  1. Assign the appropriate Task ID and/or Core KSA ID to each experience statement in your resume. Task and KSA IDs are listed in parenthesis at the end of each bullet above.
     
  2. You must also include demonstrated experience on the four required competencies:
  • Attention to Detail
  • Customer Service
  • Oral Communication
  • Problem Solving

Was this document helpful?  Yes  |  Somewhat  |  No