Software Application Helpdesk Support Engineer

About the role

MANTECH, a provider of technology solutions to government intelligence agencies since 1968, is seeking a Software Application Helpdesk Support Engineer in Chantilly, VA. The engineer supports the Sponsor's custom software applications, helping enterprise clients with complex configurations, application errors, data inquiries and integration workflows. The position is full time and on site.

Key responsibilities

• Diagnose, isolate and resolve complex application errors, workflow interruptions and software anomalies reported by users.
• Write basic to intermediate database queries to verify data integrity, investigate discrepancies and troubleshoot reporting issues.
• Analyze API payloads, webhooks and third-party integration logs to find where data exchanges fail.
• Own technical issues from first report through resolution, documenting troubleshooting steps and root causes in ServiceNow.
• Replicate and document verified software defects with technical evidence for escalation to Product and QA engineering teams.
• Create and maintain user-facing help articles, FAQs and internal knowledge base documentation.

Required profile

• Bachelor's degree with 2+ years of experience supporting software applications, SaaS products or web platforms, or a high school diploma/GED with 6+ years of relevant experience.
• Active TS/SCI clearance with polygraph.
• Ability to stay seated 50% of the time and to communicate technical information clearly to non-technical users and developers.

Required skills

• SQL (or NoSQL) for data verification and troubleshooting.
• Familiarity with HTML, CSS, JavaScript and browser developer tools.
• Understanding of RESTful APIs and use of log viewers or API tools such as Postman, Splunk or Datadog.
• Familiarity with AWS or Azure and enterprise support platforms such as ServiceNow.
• Preferred: CompTIA A+, Network+ or Security+ certification, and experience supporting custom software for the NRO or similar Intelligence Community environments.

What we offer

• Projected compensation range of $91,600 to $153,800 depending on experience, skills and location.
• Benefits that may include health insurance, life insurance, paid time off, holiday pay, disability coverage, retirement and savings plans, learning and development and wellness programs.