Customer Service and Technical Support Specialty Area Qualification Matrix

Associated Work Roles

  • Technical Support Specialist (411)

Note: This page presents the qualification requirements at the Specialty Area level, a summary category one level above work roles. Until the qualification requirements for the Work Roles are released, please refer to the Specialty Area qualification table below for information. This table will be updated to reflect the specific Work Role requirements when the information is available.

Specialty Area Framework Category: Operate and Maintain

Specialty Areas responsible for providing the support, administration, and maintenance necessary to ensure effective and efficient information technology (IT) system performance and security.

Customer Service and Technical Support Description

Provides end users tiered-level customer support by coordinating software, hardware, network, and security issue resolution. May install, configure, troubleshoot, and provide maintenance and training.

Example Job/Billet Titles

  • Customer Support
  • Help Desk Technician
  • Service Desk Operator

Master Tasks and KSAs

Detailed information on the Tasks and Knowledge, Skills and Abilities (KSAs) associated with each Marine Corps Specialty Area can be found in the Master Task & KSA List spreadsheet on the NAVIFOR website (requires credentials/CAC to access) or on the DoD Cyber Exchange website.

Initial Training

Initial training qualification for a specialty area is generally met by a High School diploma or equivalent and completion of recruit training.

Minimum Credential Requirement

You must meet one of the education, training, or certification requirements in the Qualifications Table below. See “Understanding Qualifications” on the Qualifications Table for more information on the order of precedence for the minimum credential requirement.

Qualifying Degrees

The Qualifications Table below includes college degrees in the Education section. For example, "Bachelor degree from accredited University." To view a list of degree programs that are acceptable for this Specialty Area, click List of Qualifying Degrees below or the Information icon in the Qualifications Table.

Worksheet View

Click the button to toggle in and out of the worksheet view for the qualifications table. Turning the worksheet view on will allow you to mark requirements and qualifications for your proficiency level, and then print a printer-friendly version of the matrix worksheet.

Note: The Qualification Matrix information on this page will be in a different order when printed to reduce the number of pages needed.

View Proficiency Level(s)

Qualifications Table

All qualifications have not been met.
 
Basic Intermediate Advanced
Associate Degree from accredited University Bachelor Degree from accredited University N/A not advanced level position
CNSSI 4011-Information Systems Security (INFOSEC) Professionals CNSSI/NTSSI 4015-Systems Certifiers/4016-Risk Analysts  
OR
 
CID M09BNW1 Cyber Network Specialist CID M09AN21 Cyber Network Supervisors (Cyber Network Sup) N/A not advanced level position
CID N2312H1 Special Intel/ SYSADMIN/Communicator CID M09BNJ1 Cybersecurity Technician  
OR
 
CompTIA A+ ce Cisco Certified Network Associate (CCNA) Routing and Switching *Retired N/A
CompTIA Network+ ce Cisco Certified Network Associate (CCNA) Security *Retired  
Systems Security Certified Practitioner (SSCP) CompTIA Security+ ce  
  Systems Security Certified Practitioner (SSCP)  
AND
 
Evaluation of job performance at Marine Corps Unit based off T&R events from NAVMC 3500.56A, NAVMC 3500.105A Evaluation of job performance at Marine Corps Unit based off T&R events from NAVMC 3500.56A, NAVMC 3500.105A N/A

Note: The Qualification Matrix information on this page will be in a different order when printed to reduce the number of pages needed.

This is an official U.S. Marine Corps websiteUpdated: August 31, 2020
TOP

Basic

Foundational understanding of computer systems and related cybersecurity software and hardware components. Ability to apply simple concepts and routine processes with frequent and specific guidance. Ability to perform successfully in routine, structured situations, or more complex situations with supervision.

Intermediate

Working knowledge and application of Information Security and security operational characteristics for a variety of computer platforms, networks, software applications, and Operating Systems. Extensive knowledge of basic concepts and processes and experience applying these with only periodic high-level guidance. Ability to perform successfully in non-routine and sometimes complicated situations.

Advanced

Application and mastery of Information Security, plans, and functions; responsible for the management of complex projects, and initiatives with large scope. An in-depth understanding of complex concepts and processes, and experience applying these with little or no guidance. Ability to provide guidance to others and to perform successfully in complex, unstructured situations.

Click link to go to CompTIA A+ ce COOL Snapshot page.

The CompTIA A+ ce certification demonstrates competency as a computer support technician. The A+ ce certification is appropriate for entry-level technicians who perform tasks such as installation, configuration, diagnosing, preventive maintenance and basic networking. Security, safety and environmental issues, and communication and professionalism are also covered. It is recommended, although not required, that candidates have nine to twelve months of related hands-on experience as an IT professional.

Click link to go to CompTIA Network+ ce COOL Snapshot page.

Computing Technology Industry Association (CompTIA), Network+ ce is an intermediate skill level certification for IT technicians who can describe the features and functions of networking components and manage, maintain, troubleshoot, install, operate and configure basic network infrastructure. In addition, certification holders have a basic understanding of enterprise technologies, including cloud and virtualization technologies. Network+ ce is appropriate for computer network technicians, engineers, analysts and administrators. Although not a prerequisite, it is recommended that CompTIA Network+ ce candidates have at least nine months of experience in network support or administration or academic training, along with a CompTIA A+ ce certification.

Click link to go to Certified Information Systems Security Professional (CISSP) COOL Snapshot page.

The International Information Systems Security Certification Consortium, Inc. (ISC 2), Certified Information Systems Security Professional (CISSP) is an advanced skill level certification for experienced security practitioners, managers and executives interested in proving their knowledge across a wide array of security practices and principles. Candidates must have a minimum of five years cumulative paid work experience in two or more of the eight domains of the CISSP CBK. Earning a four-year college degree or regional equivalent or an additional credential from the (ISC)² approved list will satisfy one year of the required experience. Education credit will only satisfy one year of experience.

Click link to go to GIAC Security Essentials Certification (GSEC) COOL Snapshot page.

The Global Information Assurance Certification (GIAC), Security Essentials (GSEC) is an intermediate level certification that verifies a practitioner's knowledge of information security beyond basic terminology and concepts. GSECs are qualified to perform security-related hands-on IT systems roles. There are no prerequisites for the GSEC certification. Candidates must pass a written exam.

Click link to go to Systems Security Certified Practitioner (SSCP) COOL Snapshot page.

The International Information Systems Security Certification Consortium, Inc. (ISC)², Systems Security Certified Practitioner (SSCP) is an intermediate skill level certification for individuals involved in network and systems security administration responsible for developing the information security policies, standards, and procedures. Candidates manage implementation across various hardware and software programs in their organization. The SSCP is targeted toward those working towards positions such as Network Security Engineers, Security Systems Analysts, or Security Administrators. It is also appropriate for personnel in other non-security disciplines that require an understanding of security but do not have information security as a primary part of their job description, including information systems auditors; application programmers; system, network and database administrators; business unit representatives, and systems analysts. Candidates must meet work experienve requirements to be eligible for the SSCP exam. Candidates must pass a written exam.

Click link to go to CompTIA Security+ ce COOL Snapshot page.

Computing Technology Industry Association (CompTIA), Security+ ce certification designates knowledgeable professionals in the field of IT security. Security+ ce is an entry-level certification that demonstrates a candidates knowledge and skills required to install and configure systems to secure applications, networks, and devices; perform threat analysis and respond with appropriate mitigation techniques; participate in risk mitigation activities; and operate with an awareness of applicable policies, laws, and regulations. The successful candidate will perform these tasks to support the principles of confidentiality, integrity, and availability. It is recommended that candidates hold the Network+ and two years of experience in IT administration with a security focus.

Click link to go to CompTIA Advanced Security Practitioner (CASP+) COOL Snapshot page.

The CompTIA Advanced Security Practitioner (CASP+) certification is targeted to individuals with advanced-level security skills and knowledge. The CASP+ exam is designed to verify an applicant’s knowledge and skill in the areas of enterprise security, risk management, research and analysis, and the integration of computing, communications, and business disciplines. Although there are no required pre-requisites, the CASP+ certification is intended to follow the CompTIA Security+ certification as the next step in security certifications. A minimum of 10 years of experience in IT administration with at least 5 years in hands-on technical security experience is recommended.