Description

Sherpa 6 is hiring a full-time Technical Support Specialist Lead in Ashburn, Virginia to lead a four-person IT support team supporting a 24x7x365 Operational Technology Operations Center. The role coordinates help desk operations, incidents, problems, changes, reporting, knowledge management, and shift continuity; provides technical leadership and mentoring; and supports the deployment, provisioning, monitoring, troubleshooting, and sustainment of OT and tactical devices using Watchtower MDM. The position requires an existing DHS EOD or DHS Suitability clearance, at least five years of technical support experience, and experience leading an IT support team. The salary is $85,000 to $115,000.

Required Skills

Technical support
ServiceNow
Watchtower MDM
Active Directory
Microsoft Azure
AWS Cloud
Linux
Android and iOS
PKI
X.509 certificates
Secure communications
TAK administration

Additional Information

Minimum Education: 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.
Required Previous Experiences: 5+ years of progressively responsible experience in technical support, customer support, help desk/service desk operations, systems administration, customer success, technical training, or a related customer-facing technical role.
At least 1-2 years of experience leading, coordinating, mentoring, or providing senior-level technical direction to an IT support or service desk team.
Experience coordinating a 24x7x365 or shift-based technical support operation, including workload prioritization, shift handoffs, escalation management, and operational continuity.
Experience using help-desk or IT service management systems such as ServiceNow to manage incidents, service requests, escalations, and operational reporting.
Experience supporting Windows and/or macOS desktop environments and Android and/or iOS mobile devices.
Experience conducting customer or staff training, onboarding, product demonstrations, technical instruction, or knowledge transfer.
Experience with PKI, X.509 certificates, certificate authorities, certificate lifecycle management, and secure communications architectures.
Knowledge and experience supporting Tactical Awareness Kit software, including TAK server administration, ATAK/WinTAK client configuration, infrastructure deployment, and tactical data distribution.
Preferred Qualifications: Experience supporting SaaS, mobile technology, MDM, public safety, situational awareness, field operations, or communications platforms.
Experience with CRM, help-desk, ticketing, or knowledge-base systems.
Experience supporting commercial sales teams through technical demonstrations, trials, pilots, or pre-sales discussions.
Working knowledge of MDM, networking, VPN, identity and access management, certificates, or cloud services.
Experience with Watchtower or a similar situational awareness, mobility, or operational technology platform.
Experience developing or delivering structured technical training programs.
Relevant technical certifications such as CompTIA A+, Network+, Security+, or comparable certifications.
Experience supporting government, public safety, defense, or other mission-oriented customers.
Translation Company Name: Sherpa 6

About Sherpa 6

Sherpa 6

Engineering and Technology ServicesLittleton, CO

Sherpa 6 is a Veteran-Owned, full-service engineering firm providing strategic engineering and technical services to commercial and governmental organizations. It develops technology solutions and provides design, development, engineering, sustainment, and field support, with expertise in solutions for dismounted Soldiers. Its mission is to enhance a Soldier’s performance on the battlefield, and it supports projects from concept to completion across all phases. Sherpa 6 identifies itself as a Service Disabled Veteran-Owned Small Business and says the company is growing rapidly.

Open roles: 7
New in 30 days: 5

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Technical Support Specialist (Lead) at Sherpa 6

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