Help Desk Support Services Specialist

Job Title

Help Desk Support Services Specialist (Tier II/III)

About MANTECH

Elevate your career with MANTECH International Corporation! Since 1968, we have been a leader in delivering advanced solutions to government intelligence, the Department of Defense, and Federal Civilian sectors. Join our dynamic team dedicated to national security through cutting-edge technology in areas like Digital Transformation, Cybersecurity, IT, Data Analytics, and Software Development. Your journey to impactful work and rapid growth starts here—be extraordinary at MANTECH!

About the Role

MANTECH seeks a motivated, career, and customer-oriented Help Desk Support Services Specialist (Tier II/III) to join our team. This is a fully remote position supporting the United States Army Corps of Engineers (USACE) PROMIS Program. As a critical technical escalation point, you will resolve complex technical anomalies, collaborate with specialized engineering teams, and diagnose root-cause issues to ensure uninterrupted mission success.

Responsibilities

• Advanced Incident Resolution: Address and resolve complex technical problems escalated beyond Tier II/III help desk support.
• Cross-Functional Collaboration: Partner closely with network services, software systems engineering, and applications development teams to restore critical services and eliminate core system bottlenecks.
• Problem Simulation: Recreate and simulate user-reported problems in test environments to diagnose unique operating difficulties and implement permanent fixes.
• System Optimization: Analyze recurring trends to recommend systems modifications that reduce user friction and enhance overall PROMIS system performance.
• Technical Stewardship: Provide high-touch, day-to-day technical guidance to end-users across diverse PC, server, and mainframe environments.
• Continuous Learning: Maintain current knowledge and the highest level of technical skill in your field to adapt to evolving PROMIS requirements.

Minimum Qualifications

• High School Diploma/GED combined with 7+ years of progressively responsible experience in Information Technology (IT) support.
• Proven track record of successfully handling complex, high-tier technical problems escalated by junior IT support staff.
• Substantial experience troubleshooting, diagnosing, and resolving issues across a wide array of enterprise environments and multi-tiered applications.
• Demonstrated ability to independently stay ahead of current technology trends to proactively address evolving user requests.
• Experience with PL/SQL, Oracle APEX, Oracle Database Administration (DBA) fundamentals, ETL tools (e.g., Oracle Data Integrator, Informatica), and Performance Tuning.

Preferred Qualifications

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

Clearance Requirements

• Must hold an active Secret clearance.

Physical Requirements

• Must be able 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.
• Frequently communicates with co-workers, management, and USACE customers; must be capable of delivering technical presentations and exchanging precise, accurate information.

Compensation & Benefits

• Projected Compensation: $80,300.00 - $133,700.00 annually (differentiating factors include contract wage determination, experience, skills, location, education, certifications, and federal contract labor categories).
• Benefits: MANTECH invests in its employees with offerings that may include Health Insurance, Life Insurance, Paid Time Off, Holiday Pay, short-term and long-term Disability, Retirement and Savings plans, Learning and Development opportunities, and wellness programs.