Software Application Helpdesk Support Engineer

MANTECH•Chantilly, VA

18h•$91,600 - $153,800•Onsite

About The Position

MANTECH is seeking a motivated, career- and customer-oriented Software Application Helpdesk Support Engineer to join its team in Chantilly, Virginia. The role supports a Sponsor’s custom software applications and assists enterprise clients with complex software configurations, application errors, data inquiries, and integration workflows. The position requires a strong technical background in application support, database querying, web technologies, APIs, cloud architectures, and enterprise support platforms. The engineer communicates technical workflows to non-technical users, collaborates with software developers on code fixes, and documents troubleshooting and resolutions. An active TS/SCI clearance with CI Polygraph is required.

Requirements

Bachelor’s degree and at least 2 years of experience supporting software applications, SaaS products, or web-based platforms; alternatively, a High School Diploma/GED and at least 6 additional years of relevant experience in lieu of a degree.
Strong foundational knowledge of SQL or NoSQL for database queries, data verification, and troubleshooting.
Familiarity with HTML, CSS, JavaScript, and browser developer tools to diagnose front-end application behavior.
Understanding of RESTful APIs and experience using log viewers or API tools to investigate errors.
Familiarity with cloud-based architectures such as AWS or Azure and enterprise support platforms such as ServiceNow.
Ability to clearly communicate technical workflows to non-technical users and collaborate with software developers on code fixes.
Active TS/SCI clearance with CI Polygraph.
Must be able to remain in a stationary position 50% of the time; occasionally move about inside the office; and frequently communicate and exchange accurate information with co-workers, management, and customers, potentially including presentations.

Nice To Haves

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 ability, patience, and professionalism during critical software disruptions.

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 user-reported discrepancies, and troubleshoot reporting issues.
Review and analyze API payloads, webhooks, and third-party integration logs to identify data exchange failures.
Own technical issues from initial report through resolution, documenting troubleshooting steps and root causes in ServiceNow.
Replicate and document verified software 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 regarding application features and updates.