OT Operations & MDM Support Specialist

Sherpa-6; Ashburn (VA); On-site; USD 85,000 - 120,000; Full time

Benefits offered by this job

Medical benefits

Dental & vision

Retirement plan

Paid time off

Job summary

Sherpa 6 is seeking a Technical Support Specialist in Ashburn, VA to support CBP OTOC operations. You will work on 24x7 help desk and OT support, deploying and managing the Watchtower MDM for OT devices, and coordinating with government stakeholders.

The role requires incident, problem, and change management participation, with on-call shifts including nights, weekends, and holidays. DHS EOD or Suitability is required.

Qualifications

• Associate or Bachelor's degree in IT, CS, Cybersecurity, or related field.
• 3+ years in technical/help desk support or related role.
• Experience troubleshooting software, device, and connectivity issues.
• Strong customer service and ability to communicate with technical and non-technical users.
• Experience with Windows and macOS, Android or iOS devices.

Responsibilities

• Provide 24x7x365 help desk and OT support for CBP OTOC operations.
• Triage, troubleshoot, and resolve incidents using government systems (e.g., ServiceNow).
• Monitor queues, document actions, escalate to teams per procedures.
• Participate in incident, problem, and change management activities.
• Deploy and operate Watchtower MDM across OT assets and devices.
• Create and maintain troubleshooting guides and knowledge articles.

Skills

Windows Server

Linux OS

AD/LDAP Administration

Azure Cloud

AWS Cloud

MDM platforms

Technical troubleshooting

Education

Associate's or Bachelor's degree in IT / CS / Cybersecurity

Tools

ServiceNow

TAK/TAK Server

PKI / X.509

VPN / IAM

Job description

Sherpa 6 is seeking a Technical Support Specialist in Ashburn, VA to support CBP OTOC operations. You will work on 24x7 help desk and OT support, deploying and managing the Watchtower MDM for OT devices, and coordinating with government stakeholders.

The role requires incident, problem, and change management participation, with on-call shifts including nights, weekends, and holidays. DHS EOD or Suitability is required.