Operate and Maintain

Provides the support, administration, & maintenance necessary to ensure effective and efficient information technology (IT) system performance & security.

Database Administration (DTA)

Data Administration develops and administers databases and/or data management systems that allow for the storage, query, protection, and utilization of data.

Knowledge Management (KMG)

Knowledge Management manages and administers processes and tools that enable the organization to identify, document, and access intellectual capital and information content.

Customer Service and Technical Support (STS)

Customer Service and Technical Support addresses problems; installs, configures, troubleshoots, and provides maintenance and training in response to customer requirements or inquiries (e.g., tiered-level customer support). Typically provides initial incident information to the Incident Response (IR) Specialty.
  • Work Role Definition:

    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).

    Recommended SANS Training & GIAC Certification:

Network Services

Network Services installs, configures, tests, operates, maintains, and manages networks and their firewalls, including hardware (e.g., hubs, bridges, switches, multiplexers, routers, cables, proxy servers, and protective distributor systems) and software that permit the sharing and transmission of all spectrum transmissions of information to support the security of information and information systems.

Systems Administration (ADM)

Systems Administration installs, configures, troubleshoots, and maintains server configurations (hardware and software) to ensure their confidentiality, integrity, and availability. Also, manages accounts, firewalls, and patches. Responsible for access control, passwords, and account creation and administration.

Systems Analysis (ANA)

Systems Analysis studies an organization's current computer systems and procedures, and designs information systems solutions to help the organization operate more securely, efficiently and effectively. Brings business and information technology (IT) together by understanding the needs and limitations of both.