24/7 Operational Tech Support Specialist

Sherpa 6, Inc.; Ashburn (VA); On-site; USD 60,000 - 85,000; Full time

Benefits offered by this job

Competitive benefits

Generous PTO

Retirement plan

Job summary

Sherpa 6, Inc. is seeking a Technical Support Specialist in Ashburn, VA to join a 24x7x365 IT support team supporting CBP OTOC operations. The role involves handling incidents, provisioning and maintaining devices, and coordinating with government stakeholders.

The position requires strong customer service, solid troubleshooting, and the ability to work on nights/weekends. A related IT degree and 3+ years of experience are expected.

Qualifications

• Bachelor’s or higher in IT, Cybersecurity, or related field or equivalent experience.
• 3+ years in technical support, help desk, or similar customer-facing role.
• Proven ability to troubleshoot software, devices, accounts, connectivity, and configuration issues.

Responsibilities

• Provide 24x7x365 technical support for OT/IT environments.
• Triage, troubleshoot, and resolve incidents and service requests.
• Log, categorize, prioritize, and close tickets in ServiceNow or government systems.
• Coordinate with Help Desk Lead and engineering teams on escalations.
• Document issues, root cause analyses, and knowledge articles.
• Assist in shift turnover and incident response coordination.

Skills

Customer service

Communication

Troubleshooting

Multi-tasking

Education

Associate's or Bachelor's degree in IT or related field

Tools

Windows/Linux desktop OS

Android/iOS mobile platforms

MDM platforms (Watchtower or similar)

Active Directory / LDAP

Azure/AWS cloud services

ServiceNow / ticketing systems

Virtualization (Hyper-V/VMware)

Job description

Sherpa 6, Inc. is seeking a Technical Support Specialist in Ashburn, VA to join a 24x7x365 IT support team supporting CBP OTOC operations. The role involves handling incidents, provisioning and maintaining devices, and coordinating with government stakeholders.

The position requires strong customer service, solid troubleshooting, and the ability to work on nights/weekends. A related IT degree and 3+ years of experience are expected.