OTOC 24/7 Tech Support Specialist

Paylocity

Ashburn, Northern (VA, KY)

Hybrid

USD 60,000 - 90,000

Full time

8 days ago

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Job summary

Paylocity is seeking a Technical Support Specialist in Ashburn, VA to support the CBP Operational Technology Operations Center (OTOC). The role involves 24x7x365 help desk operations, deployment and sustainment of the Watchtower MDM platform, and coordination with government stakeholders.

The candidate will provide frontline and escalated support for network and cybersecurity operations, incident management, and change management, with shift work including nights, weekends, and holidays.

Qualifications

Associate's or Bachelor's degree in Information Technology, Computer Science, Cybersecurity, Network Engineering, Communications, Business Technology, or related field.
3+ years of technical support, help desk, or related customer-facing role.
Experience troubleshooting software, devices, accounts, connectivity, and configuration issues.

Responsibilities

Provide 24x7x365 technical support as part of a four-person IT Support Specialist team.
Triage, troubleshoot, and resolve incidents and service requests involving software, devices, accounts, connectivity, and operational tech.
Use government systems (e.g., ServiceNow) to categorize, prioritize, assign, and close tickets per procedures.
Monitor ticket queues and update stakeholders with timely status until resolution.
Escalate high-priority or complex issues following established procedures.
Document shift turnover with open incidents, escalations, and priority actions.
Follow SOPs and knowledge articles; deliver professional customer service to technical and non-technical users.