OTOC 24/7 Tech Support Specialist

Description Location: Ashburn, VA Travel Requirement: up to 25% Security Clearance: Must possess existing DHS EOD or DHS Suitability The Technical Support Specialist supports the U.S. Customs and Border Protection (CBP) Operational Technology Operations Center (OTOC) and the build-out, integration, and operation of the Office of Information and Technology (OIT) ISS OTOC. Working under the direction of the Help Desk Lead & Operations Coordinator, this position is part of a four-person Technical Support Specialist team providing 24x7x365 help desk and operational technology support. The Technical Support Specialist provides frontline and escalated technical support for network operations, cybersecurity operations, helpdesk/call-center activities, and the deployment and sustainment of the Watchtower Mobile Device Management (MDM) platform for operational technology (OT) assets. The position deploys, operates, provisions, monitors, troubleshoots, and sustains OT and tactical devices across connected, offline, and edge environments. The position participates in 24x7x365 incident, problem, and change management activities, including ticket triage, troubleshooting, escalation, root cause analysis support, technical documentation, shift turnover, and coordination with the Help Desk Lead, technical teams, and government stakeholders. Because the help desk operates continuously, this role requires participation in an assigned shift schedule that may include nights, weekends, and holidays. Duties and Responsibilities Help Desk and Technical Support Operations • Provide technical support as a member of a four-person IT Support Specialist team operating a 24x7x365 OTOC help desk under the direction of the Help Desk Lead & Operations Coordinator. • Receive, document, triage, troubleshoot, and resolve incidents and service requests involving software, devices, accounts, connectivity, configuration, and operational technology. • Accurately categorize, prioritize, assign, update, and close tickets using government-furnished systems (e.g., ServiceNow) in accordance with established procedures. • Monitor assigned ticket queues and operational systems, maintain ownership of assigned work, and provide timely status updates through resolution. • Escalate high-priority, mission-impacting, complex, or unresolved issues to the Help Desk Lead and appropriate technical teams in accordance with established escalation procedures. • Perform effective shift turnover by documenting and communicating open incidents, escalations, outages, pending actions, and priority activities to the incoming shift. • Follow established SOPs, troubleshooting procedures, knowledge articles, service standards, and operational processes. • Provide professional customer service and communicate technical information clearly to both technical and non-technical users. Incident, Problem, and Change Management • Support 24x7x365 incident management, escalation, root cause analysis, and technical support activities. • Maintain complete and accurate incident and problem ticket records, including troubleshooting actions, customer communications, escalation details, and resolution information. • Participate in troubleshooting and technical data collection for root cause analysis and recurring problem identification. • Support the development and maintenance of incident, problem, and change management processes, SOPs, knowledge articles, and lessons learned. • Support release and change management activities, including implementation support, validation, documentation, reporting, and support for on-premise and cloud migrations. • Execute assigned actions during major incidents, planned maintenance, deployments, and operational changes, and promptly communicate unexpected results or impacts. Mobile Device Management (MDM) and Provisioning • Deploy and operate the Watchtower MDM platform for OT and tactical devices, including Android, Windows, Linux, iOS, radios, sensors, and wearables. • Perform device provisioning, configuration management, and remote updates using established automated processes and tools. • Support secure certificate distribution, remote wiping, device compliance monitoring, and over-the-air (OTA) updates. • Support offline/edge deployments and disconnected operations. • Use Watchtower analytics to support device usage, compliance, troubleshooting, and operational reporting. • Perform device lifecycle activities, including onboarding, configuration, sustainment, and decommissioning. • Ensure all MDM activities comply with CBP security and operational policies. Documentation, Knowledge Management, and Team Coordination • Create and maintain troubleshooting guides, knowledge articles, technical documentation, shift notes, and other support materials. • Document recurring issues, workarounds, solutions, and lessons learned to improve team knowledge and support consistency. • Coordinate with the Help Desk Lead, other IT Support Specialists, engineering, cybersecurity, network operations, product teams, and program personnel to resolve technical issues. • Participate in team training, technical knowledge sharing, operational briefings, and readiness activities for new capabilities, releases, migrations, and deployments. • Support operational reporting by ensuring ticket records and shift documentation are accurate, timely, and complete. • Identify recurring technical or process issues and provide observations and recommendations to the Help Desk Lead for continuous improvement. Requirements • Associate's or Bachelor's degree in Information Technology, Computer Science, Cybersecurity, Network Engineering, Communications, Business Technology, or a related field; equivalent directly relevant experience may be substituted for a degree. • 3+ years of experience in technical support, customer support, help desk, systems administration, customer success, technical training, sales engineering support, or a related customer-facing technical role. • Demonstrated ability to troubleshoot software, device, account, 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 effectively with both technical and non-technical users. • Experience conducting customer training, onboarding, product demonstrations, or technical instruction. • Ability to explain technical concepts clearly in written and verbal communications. • Strong organizational skills, attention to detail, and the ability to manage multiple customer requests and priorities. • Ability to create and maintain customer-facing documentation, training materials, troubleshooting guides, and internal knowledge articles. • Ability to work independently in a remote or desk-based support environment while collaborating effectively across sales, product, engineering, and support teams. • Strong working knowledge of: o Windows Server and Desktop Operating Systems o Linux Operating Systems o Android and iOS Mobile Platforms o Mobile Device Management (MDM) Solutions o Active Directory and LDAP Administration o Microsoft Azure Cloud Services o AWS Cloud Services o Virtualization Technologies (Hyper-V, VirtualBox, VMware) • Knowledge and experience supporting Tactical Awareness Kit (TAK) software applications, including: o TAK Server Administration o ATAK/WinTAK Client Configuration o TAK Infrastructure Deployment and Support o Tactical Data Distribution and Network Integration • Experience with: o Public Key Infrastructure (PKI) o X.509 Certificates o Certificate Authorities (CA) o Client and Server Certificate Lifecycle Management o Secure Communications Architectures About Sherpa 6: At Sherpa 6 we love to solve problems and provide the best solutions for our customers. Our approach to a problem is to find a user-focused and design-driven solution that is simple yet functional and effective. We are a group of enthusiastic forward-thinkers who are excited to build amazing solutions with bleeding-edge technology. We hire people who are forward thinkers, passionate about what they do, love to collaborate and want to constantly learn. We enjoy what we do and we're not afraid to put the extra effort in to accomplish the mission; call us Sherpas. As a Service-Disabled Veteran Owned Small Business, we know what it means to serve. We have made it our mission to be the leaders in solutions that protect and give our Warfighters the edge they need when put into harm's way. Background/Drug Screening: Successful completion of a pre-employment background & drug screening will be required as a condition of hire. ADA: Sherpa 6 will make reasonable accommodations in compliance with the Americans with Disabilities Act 1990. EEO/AA: Sherpa 6 does not discriminate based on race, color, national origin, sex, religion age, disability, sexual orientation, gender identity, veteran status, height, weight, or marital status in employment or the provision of services and is an equal access/opportunity/affirmative action employer. Benefits: We offer a competitive benefits package, covering the cost of medical for you and your family; we also offer dental, vision, health and wellness benefits and a generous retirement savings plan. We believe that our employees can manage their workload and their personal life, therefore we extend a generous PTO policy. This allows our employees to balance their lives as they see fit. Salary Range: The proposed salary range is reflective across all Sherpa 6 locations, years of experience, and skill levels. Salary negotiations will be based on a host of factors including but not limited to your geographic location, prior experience, relevant skills, education, and certifications. #J-18808-Ljbffr Sherpa 6, Inc.