24/7 OT Support Engineer

Sherpa 6, Inc.; Ashburn (VA); On-site; USD 75,000 - 105,000; Full time

Benefits offered by this job

Benefits package

Generous PTO policy

Retirement savings plan

Job summary

Sherpa 6, Inc. is seeking a Technical Support Specialist in Ashburn, VA to support the CBP Operational Technology Operations Center. The role provides 24x7x365 help desk and OT support, deploying and sustaining OT devices across connected and edge environments.

You will escalate, document, and resolve incidents, participate in change management, and communicate clearly with both technical and non-technical users.

Qualifications

• Associate's or Bachelor's degree in Information Technology, Computer Science, Cybersecurity, Network Engineering, Communications, Business Technology, or a related field.
• 3+ years in technical support, help desk, or similar customer-facing technical roles.
• Experience troubleshooting software, devices, accounts, connectivity, and configuration issues.
• Experience with Windows and/or macOS, Android and/or iOS devices.
• Strong customer service and ability to explain technical concepts clearly.
• Knowledge of PKI, certificate management, and secure communications.

Responsibilities

• Provide 24x7x365 technical support as part of a four-person IT Support Specialist team.
• Receive, triage, troubleshoot, and resolve incidents and service requests using government systems (e.g., ServiceNow).
• Monitor tickets and systems, escalate high-priority issues per procedures, and document resolutions.
• Deploy, operate, and sustain the Watchtower MDM platform for OT and tactical devices.
• Prepare documentation, SOPs, and knowledge articles; support change management and deployments.
• Communicate effectively with technical and non-technical users and provide professional customer service.

Skills

Windows/Desktop OS

Linux

MDM

Active Directory/LDAP

Azure/AWS

TAK/Tactical software

Customer service

Troubleshooting

ServiceNow

Education

Associate's or Bachelor's degree in IT/CS/Cybersecurity/Network Engineering or related field

Tools

Watchtower MDM

ServiceNow

PKI/CA tools

Windows Server/Desktop

Azure

AWS

Job description

Sherpa 6, Inc. is seeking a Technical Support Specialist in Ashburn, VA to support the CBP Operational Technology Operations Center. The role provides 24x7x365 help desk and OT support, deploying and sustaining OT devices across connected and edge environments.

You will escalate, document, and resolve incidents, participate in change management, and communicate clearly with both technical and non-technical users.