Information Technology (IT) IO-WRL-007 DCWF 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).

Tasks

The concrete work activities defined for this role in the DCWF v5.1 spreadsheet. Core tasks are required for the role; additional tasks are associated but not mandatory.

T2016 additional Analyze incident data for emerging trends.
T2253 additional Develop and deliver technical training to educate others or meet customer needs.
T2549 additional Maintain incident tracking and solution database.
T554A additional Diagnose and resolve customer reported system incidents, problems, and events.
T639A additional Make recommendations based on trend analysis for enhancements to software and hardware solutions to enhance customer experience.
T665A additional Install and configure hardware, software, and peripheral equipment for system users in accordance with organizational standards.
T695A additional Administer accounts, network rights, and access to systems and equipment.
T698A additional Perform asset management/inventory of information technology (IT) resources.
T714A additional Monitor and report client-level computer system performance.
T830A additional Develop a trend analysis and impact report.
T866 additional Troubleshoot system hardware and software.

Knowledge, Skills, and Abilities

KSA statements define what a person filling this role knows or can do. "Knowledge" is what they must know, "Skill" is what they can perform, and "Ability" is a durable capacity they bring to the work.

A6010 ability core Ability to accurately define incidents, problems, and events in the trouble ticketing system.
K0076 knowledge core Knowledge of measures or indicators of system performance and availability.
K007A knowledge core Knowledge of successful capabilities to identify the solutions to less common and more complex system problems.
K0127 knowledge core Knowledge of systems administration concepts.
K0281 knowledge core 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]).
K033A knowledge core Knowledge of procedures used for documenting and querying reported incidents, problems, and events.
K1141A knowledge core Knowledge of an organization's information classification program and procedures for information compromise.
K142A knowledge core Knowledge of the operations and processes for incident, problem, and event management.
K145A knowledge core Knowledge of IT system operation, maintenance, and security needed to keep equipment functioning properly.
K222B knowledge core Knowledge of the basic operation of computers.
K264A knowledge core Knowledge of basic physical computer components and architectures.
K6310 knowledge core Knowledge of industry best practices for service desk.
K6350 knowledge core Knowledge of organizational security policies.
K6400 knowledge core Knowledge of remote access processes, tools, and capabilities related to customer support.
S165A skill core Skill in conducting research for troubleshooting novel client-level problems.
S204 skill core Skill in identifying possible causes of degradation of system performance or availability and initiating actions needed to mitigate this degradation.
S221A skill core Skill in configuring and validating network workstations and peripherals in accordance with approved standards and/or specifications.
S235 skill core Skill in using the appropriate tools for repairing software, hardware, and peripheral equipment of a system.
A6110 ability additional Ability to develop, update, and/or maintain standard operating procedures (SOPs).
K1034A knowledge additional Knowledge of Personally Identifiable Information (PII) data security standards.
K1034B knowledge additional Knowledge of Payment Card Industry (PCI) data security standards.
K1034C knowledge additional Knowledge of Personal Health Information (PHI) data security standards.

EWU courses that develop this role

CSCD240-S26 strong

CSCD 240 — C and Unix Programming

Unix shell and diagnostic workflow maps to IT-411 Technical Support Specialist.

CSCD240 strong

CSCD 240 — C and Unix Programming

Unix shell and troubleshooting map directly to IT-411 Technical Support Specialist.

Related lectures and labs

Lectures

CSCD240-S26-L01 Setup: VPN, SSH, GitHub Classroom, Tokens, First Commands
CSCD240-S26-L02 Shell basics, navigation, file type identification, which
CSCD240-S26-L04 Command history, man pages, help system, history file

Labs

CSCD240-S26-LAB0 Lab 0: Setup Verification
CSCD240-S26-LAB1 Linux Lab 1: Navigation and Files
CSCD240-S26-LAB2 Linux Lab 2: Pathnames and History

Skill drills that practice this role

Exam questions from CSCD 240. Click any to work it.

CSCD240-E1-A-Q33 primary sys-id SSH-in; confirm machine name, kernel version, and architecture in one command.
CSCD240-E1-A-Q43 primary history-expansion Forgot sudo on previous command. Re-run with sudo prepended without retyping.
CSCD240-E1-A-Q44 primary history Bash keystroke that begins reverse-incremental history search.
CSCD240-E1-B-Q45 primary help-system Contrast man vs --help. When to use each.
CSCD240-E1-B-Q47 primary history Re-run the previous command with sudo prepended without retyping.
CSCD240-E1-B-Q48 primary history Bash keystroke to begin reverse-incremental history search.
CSCD240-E1-C-Q10 primary discovery Which command shows whether cd is a builtin, alias, function, or external?