Software Application Helpdesk Support Engineer

ManTech; Chantilly (VA); On-site; USD 70,000 - 110,000; Full time

Job summary

MANTECH seeks a motivated, career- and customer-oriented Software Application Helpdesk Support Engineer to join our team in Chantilly, VA. This role supports sponsor's custom software applications, assisting enterprise clients with complex configurations, errors, data inquiries, and integration workflows.

Responsibilities include diagnosing and resolving complex application issues, writing SQL queries for data verification, analyzing API payloads, and documenting root causes in ServiceNow.

Qualifications

• Bachelor’s degree with 2+ years of experience supporting software applications, SaaS products, or web-based platforms.
• Strong foundational knowledge of SQL (or NoSQL) to query databases for 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 (e.g., Postman, Splunk, Datadog) to investigate errors.
• Familiarity with cloud-based architectures (AWS or Azure) and enterprise support platforms such as ServiceNow.
• Ability to communicate technical workflows clearly to non-technical users and collaborate with software developers for code fixes.

Responsibilities

• Diagnosing, isolating, and resolving complex application errors, workflow interruptions, and software anomalies reported by users.
• Writing basic to intermediate database queries to verify data integrity, investigate user-reported discrepancies, and troubleshoot reporting issues.
• Reviewing and analyzing API payloads, webhooks, and third-party integration logs to identify where data exchanges are failing.
• Owning technical issues from initial report through resolution, including documenting troubleshooting steps and root causes in ServiceNow.
• Replicating and documenting verified software defects with clear technical evidence for escalation to Product and QA engineering teams.
• Creating and maintaining user-facing help articles, FAQs, and internal knowledge base documentation regarding application features and updates.

Skills

SQL

NoSQL

REST APIs

Postman

Splunk

Datadog

ServiceNow

AWS

Azure

DevTools

Communication

Education

Bachelor's degree

HS diploma / GED

Tools

Postman

Splunk

Datadog

Job description

MANTECH seeks a motivated, career and customer-oriented Software Application Helpdesk Support Engineer to join our team in Chantilly, VA .

The Software Application Helpdesk Support Engineer will leverage their strong technical background and knowledge to support the Sponsor's custom software applications, to include assisting enterprise clients with complex software configurations, application errors, data inquiries, and integration workflows.

Responsibilities include but are not limited to

• Diagnosing, isolating, and resolving complex application errors, workflow interruptions, and software anomalies reported by users.

• Writing basic to intermediate database queries to verify data integrity, investigate user-reported discrepancies, and troubleshoot reporting issues.

• Reviewing and analyzing API payloads, webhooks, and third-party integration logs to identify where data exchanges are failing.

• Owning technical issues from initial report through resolution, including documenting troubleshooting steps and root causes in ServiceNow.

• Replicating and documenting verified software defects with clear technical evidence for escalation to Product and QA engineering teams.

• Creating and maintaining user-facing help articles, FAQs, and internal knowledge base documentation regarding application features and updates.

Minimum Qualifications

• Bachelor’s degree with 2 or more years of experience supporting software applications, SaaS products, or web-based platforms; or a High School Diploma/GED with 6 or more additional years of relevant experience in lieu of a degree

• Strong foundational knowledge of SQL (or NoSQL) to query databases for 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 (e.g., Postman, Splunk, Datadog) to investigate errors.

• Familiarity with cloud-based architectures (AWS or Azure) and enterprise support platforms such as ServiceNow.

• Ability to communicate technical workflows clearly to non-technical users and collaborate with software developers for code fixes.

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 ability to perform analytical problem-solving with patience and professionalism during critical software disruptions.

Clearance Requirements

• An active TS/SCI with CI Polygraph.

Physical Requirements

• Must be able to remain in a stationary position 50%.

• Needs to occasionally move about inside the office to access file cabinets, office machinery, etc.

• Frequently communicates with co-workers, management, and customers, which may involve delivering presentations. Must be able to exchange accurate information in these situations.

MANTECH International Corporation considers all qualified applicants for employment without regard to disability or veteran status or any other status protected under any federal, state, or local law or regulation.