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MANTECH

Help Desk Support Specialist

MANTECH
Remote Remote Full time Posted 7d ago
Data Integration Database Databases Desktop Support End User Support Help Desk Help Desk Support Information Technology (IT) It Service Management It Support ITSM Multi Tier Support Operating Systems Oracle Oracle APEX Service Desk ServiceNow Servicenow SQL Technical Support Tier 2 Support
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Job Description

MANTECH is hiring a remote Help Desk Support Services Specialist (Tier II/III) to handle complex, escalated technical issues and help stabilize critical systems. In this role, you will work directly with end-users and partner with engineering teams to diagnose recurring problems, guide troubleshooting through multi-environment setups, and support performance improvements for the PROMIS system.

What you’ll do

  • Resolve complex technical problems escalated to Tier II/III help desk support.
  • Collaborate with network services, software systems engineering, and applications development teams to restore critical services and remove key bottlenecks.
  • Recreate and simulate user-reported issues in test environments to identify unique operating difficulties and implement lasting fixes.
  • Review recurring issue trends and recommend system modifications that reduce user friction and improve PROMIS system performance.
  • Deliver high-touch day-to-day technical guidance to end-users across PC, server, and mainframe environments.
  • Stay current with evolving PROMIS requirements by maintaining top technical skill and field currency.

Requirements

  • 7+ years of progressively responsible IT support experience, with a High School Diploma/GED.
  • Experience handling complex, high-tier incidents escalated by Tier I support staff.
  • Proven troubleshooting, diagnosis, and resolution experience across enterprise environments and multi-tiered applications.
  • Experience with: PL/SQL, Oracle APEX, Oracle Database Administration (DBA) fundamentals, ETL tools (for example, Oracle Data Integrator and Informatica), and Performance Tuning.
  • Experience with: ServiceNow, Windows Server, Linux, Goldengate, Oracle Enterprise Manager, and SQL Developer.

Preferred qualifications

  • Relevant industry certifications such as CompTIA A, Network, or Security.
  • Familiarity with Oracle Primavera Cloud.
  • Familiarity with the Sponsor’s primary cyber risk and compliance automation tools.

Clearance

  • Must hold an active Secret clearance.

Physical requirements

  • Ability to remain in a stationary position for at least 50% of the workday.
  • Occasional movement within an office setting to access file cabinets, office machinery, and collaborative spaces.
  • Frequent communication with coworkers, management, and USACE customers, including the ability to deliver technical presentations and exchange precise, accurate information.

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