Software Application Helpdesk Support Engineer

MANTECH is hiring a Software Application Helpdesk Support Engineer in Chantilly, VA 20151 (onsite) to support enterprise clients using the Sponsor’s custom software applications.

Responsibilities

• Diagnose, isolate, and help resolve complex application errors, workflow interruptions, and software anomalies reported by users.
• Build basic to intermediate database queries to verify data integrity, investigate user-reported discrepancies, and troubleshoot reporting issues.
• Review and analyze API payloads, webhooks, and third-party integration logs to determine where data exchanges are failing.
• Maintain ownership of technical issues from initial report through resolution, including documenting troubleshooting steps and root causes in ServiceNow.
• Replicate and document verified defects with clear technical evidence for escalation to Product and QA engineering teams.
• Create and maintain user-facing help articles, FAQs, and internal knowledge base documentation for application features and updates.

Requirements

• Bachelor’s degree and 2+ years of experience supporting software applications, SaaS products, or web-based platforms.
• Alternative: High School Diploma/GED with 6+ additional years of relevant experience in lieu of a degree.
• Strong foundation in SQL (or NoSQL) to query databases for verification and troubleshooting.
• Familiarity with HTML, CSS, JavaScript, and browser developer tools for diagnosing front-end behavior.
• Understanding of RESTful APIs and experience using log viewers or API tools (such as Postman, Splunk, Datadog) to investigate errors.
• Familiarity with cloud-based architectures (AWS or Azure) and enterprise support platforms including ServiceNow.
• Ability to communicate technical workflows clearly to non-technical users and collaborate with software developers on code fixes.

Technologies

• SQL, NoSQL, HTML, CSS, JavaScript
• RESTful APIs, API payloads, webhooks
• Postman, Splunk, Datadog
• AWS, Azure
• ServiceNow

Preferred Qualifications

• Active technical certification such as CompTIA A+, Network+, or Security+.
• Experience supporting custom software applications for the NRO or similar Intelligence Community environments.
• Demonstrated analytical problem-solving with patience and professionalism during critical software disruptions.

Clearance Requirements

• Active TS/SCI with CI Polygraph.

Physical Requirements

• Ability to remain in a stationary position for 50% of the time.
• Occasionally move about inside the office to access file cabinets, office machinery, and related items.
• Frequent communication with co-workers, management, and customers, which may include delivering presentations; must be able to exchange accurate information in these situations.