OTOC Tech Support Specialist — 24/7 & MDM

Sherpa 6, Inc.; Ashburn (GA); On-site; USD 60,000 - 95,000; Full time

Job summary

Sherpa 6, Inc. is seeking a Technical Support Specialist to support CBP OTOC operations, providing frontline and escalated technical support for network and cybersecurity operations, and managing the Watchtower MDM platform for OT devices.

The role requires shift participation, including nights, weekends, and holidays. You will work under the Help Desk Lead and collaborate with government stakeholders, engineers, and product teams to resolve incidents and improve support processes.

Qualifications

• Associate's or Bachelor's degree in Information Technology, Computer Science, Cybersecurity, Network Engineering, Communications, Business Technology, or a related field; equivalent experience may substitute.
• 3+ years of experience in technical support, help desk, or related customer-facing technical role.
• Experience troubleshooting software, devices, accounts, connectivity, and configuration issues in a structured manner.
• Experience supporting Windows and/or macOS desktop environments and Android and/or iOS mobile devices.
• Strong customer service skills and the ability to communicate with both technical and non-technical users.

Responsibilities

• Provide 24x7x365 help desk and operational technology support as part of a four-person team.
• Triage, troubleshoot, and resolve incidents and service requests involving software, devices, and connectivity.
• Document and update tickets, escalate high-priority issues, and communicate status to stakeholders.
• Perform shift turnover with clear actions and ensure knowledge articles are maintained.
• Support deployment and sustainment of MDM and OT devices across environments.

Skills

Customer service

Troubleshooting

Communication

Team coordination

Problem solving

Education

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

Tools

ServiceNow

Active Directory

Azure Cloud

AWS Cloud

PKI

Job description

Sherpa 6, Inc. is seeking a Technical Support Specialist to support CBP OTOC operations, providing frontline and escalated technical support for network and cybersecurity operations, and managing the Watchtower MDM platform for OT devices.

The role requires shift participation, including nights, weekends, and holidays. You will work under the Help Desk Lead and collaborate with government stakeholders, engineers, and product teams to resolve incidents and improve support processes.