Technical Support Specialist
About the role
Location: Ashburn, VA | Job Type: Full‑Time
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 Help Desk Lead & Operations Coordinator, the specialist is part of a four‑person team providing 24 × 7 × 365 help‑desk and operational‑technology support. The role involves frontline and escalated technical support for network operations, cybersecurity operations, help‑desk/call‑center activities, and deployment and sustainment of the Watchtower Mobile Device Management (MDM) platform for OT assets.
Responsibilities
- Help Desk and Technical Support Operations: Receive, document, triage, troubleshoot, and resolve incidents and service requests; manage tickets in ServiceNow; monitor queues; provide shift turnover documentation; follow SOPs and deliver professional customer service.
- Incident, Problem, and Change Management Support: Participate in 24 × 7 × 365 incident management, root‑cause analysis, and change management; maintain accurate ticket records; support release and change activities, including on‑premise and cloud migrations.
- Mobile Device Management (MDM) and Provisioning: Deploy and operate the Watchtower MDM platform for Android, Windows, Linux, iOS, radios, sensors, and wearables; provision devices, manage configurations, perform OTA updates, support offline/edge deployments, and ensure compliance with CBP policies.
- Documentation, Knowledge Management, and Team Coordination: Create and maintain troubleshooting guides, knowledge articles, shift notes, and other support materials; coordinate with engineering, cybersecurity, network operations, and program personnel; contribute to training and operational briefings.
Requirements
- Associate’s or Bachelor’s degree in Information Technology, Computer Science, Cybersecurity, Network Engineering, Communications, Business Technology, or related field (or equivalent experience).
- 3+ years of experience in technical support, help desk, systems administration, customer success, technical training, or 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 desktops and Android and/or iOS mobile devices.
- Strong customer service and communication skills for both technical and non‑technical audiences.
- Ability to create and maintain customer‑facing documentation, training materials, and internal knowledge articles.
- Background screening/check/investigation may be required as a condition of hire.
- Preferred: Experience with SaaS, mobile technology, MDM, public safety or situational‑awareness platforms; CRM or ticketing systems; technical demonstrations for sales teams; Watchtower or similar platforms; structured technical training delivery; relevant certifications (CompTIA A+, Network+, Security+); experience supporting government or mission‑oriented customers.
Skills
- Windows Server and Desktop Operating Systems
- Linux Operating Systems
- Android and iOS Mobile Platforms
- Mobile Device Management (MDM) Solutions
- Active Directory and LDAP Administration
- Microsoft Azure Cloud Services
- AWS Cloud Services
- Virtualization Technologies (Hyper‑V, VirtualBox, VMware)
- Knowledge of Tactical Awareness Kit (TAK) software, including server administration, client configuration, and infrastructure deployment
- Public Key Infrastructure (PKI), X.509 certificates, Certificate Authorities, and secure communications architectures
Benefits
- Medical coverage for employee and family
- Dental and vision plans
- Health and wellness benefits
- Generous retirement savings plan
- Generous paid time off (PTO) policy to support work‑life balance
Pay
Salary range: $75,000 – $105,000, based on location, experience, skills, education, and certifications.
Schedule
24 × 7 × 365 shift schedule; may include nights, weekends, and holidays.
Travel
Up to 25% travel required.
Security Clearance
Must possess an existing DHS EOD or DHS Suitability clearance.