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 Navy 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 Navy "A" school (for Navy enlisted).

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)

MilGears logo For personalized information on how your education, training and credential history stacks up against the requirements for this and other work roles in the Navy, visit the Cyber IT/CSWF Tool on the MilGears website.



Qualifications Table

All qualifications have not been met.
 
Basic Intermediate Advanced
Associate Degree from accredited University Bachelor Degree from accredited University Graduate Degree from accredited University
CNSSI 4011-Information Systems Security (INFOSEC) Professionals CNSSI/NTSSI 4015-Systems Certifiers/4016-Risk Analysts CNSSI/NTSSI 4015-Systems Certifiers/4016-Risk Analysts
OR
 
CIN A-531-0767 Tactical Computers and Network Operator 14AA - Common Submarine Radio Room (CSRR) Maintenance Technician 14AA - Common Submarine Radio Room (CSRR) Maintenance Technician
CIN J-3B-0440 IP BASIC 14BH - SSN 774 and SSGN 726 Class Electronic Warfare Support (ES) Equipment Maintenance Technician 14BH - SSN 774 and SSGN 726 Class Electronic Warfare Support (ES) Equipment Maintenance Technician
CYBR1005 Security Essentials 14CM - SSN Radio Frequency (RF) Equipment Technician 14CM - SSN Radio Frequency (RF) Equipment Technician
NEC 737A Naval Tactical Command Support System (NTCSS) II Manager 14HH - SSN 21 and SSN 688 Class Electronic Warfare Support (ES) Equipment Maintenance Technician 14HH - SSN 21 and SSN 688 Class Electronic Warfare Support (ES) Equipment Maintenance Technician
NEC 745A Information Systems Technician (IAT I) CYBR1005 Security Essentials NEC H08A Advanced Network Analyst
  NEC 736A Global and Command Control System-Maritime 4.X (GCCS-M 4.X) System Administrator NEC H09A CANES AN/USQ-208(V) System Administrator/Maintainer
  NEC 738A Global Command and Control System-Maritime (4.1) Increment 2 System Administrator NEC T02A AN/BYG-1 (V) TI04 Combat Control Maintenance Technician
  NEC 739A Global Command and Control System-Maritime 4.0.3 (GCCS-M 4.0.3) System Administrator NEC T04A SSGN Tactical Tomahawk Weapon System (TTWCS) Maintenance Technician
  NEC 746A Information Systems Technician (IAT II) NEC T09A AN/BYG-1 (V)9 TI-10 Combat Control Maintenance Technician
  NEC T02A AN/BYG-1 (V) TI04 Combat Control Maintenance Technician NEC T10A AN/BYG-1 (V) TI-12/14 Maintainer
  NEC T04A SSGN Tactical Tomahawk Weapon System (TTWCS) Maintenance Technician  
  NEC T09A AN/BYG-1 (V)9 TI-10 Combat Control Maintenance Technician  
  NEC T10A AN/BYG-1 (V) TI-12/14 Maintainer  
OR
AND
 
NAVEDTRA 43355-2 - Navy Radio Communitions Afloat NAVEDTRA 43355-1 - Navy Networks With privileged access- NAVEDTRA 43469 Watchstation 303 - Information Assurance Technician Level III
With privileged access- NAVEDTRA 43469 Watchstation 301 - Information Assurance Technician Level I With privileged access- NAVEDTRA 43469 Watchstation 302 - Information Assurance Technician Level II  

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

*If you have recommendations for degrees, qualifications, NECs or credentials for this matrix, direct them to NAVIFOR (requires credentials/CAC to access). Questions and recommendations regarding the Cyber IT/CSWF model, matrix, policies, implementation guidelines, and compliance should be directed to: Navy_CSWF_Program_Helpline@navy.mil

This is an official U.S. Navy websiteUpdated: January 29, 2021
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 Computing Technology Industry Association (CompTIA), CompTIAA+ ce certification validates the entry-level computer technician’s competency to perform a myriad of critical IT support tasks. CompTIA A+ ce technicians demonstrate abilities in hardware, networking, mobile devices, operating systems, hardware & network troubleshooting, virtualization & cloud computing, software troubleshooting, security, and operational procedures. Candidates must pass both the Core 1 (220-1001) and Core 2 (220-1002) exams.

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 Computing Technology Industry Association (CompTIA), CompTIA Advanced Security Practitioner (CASP+) certification is for professionals with advanced-level cybersecurity skills and knowledge. CASP+ practitioners demonstrate skills in risk management, enterprise security architecture, research, development and collaboration, technical integration of enterprise security and enterprise security operations. Candidates must pass an exam that includes written and performance-based questions.