About the role
MANTECH seeks a motivated, career and customer-oriented Journeyman Helpdesk Support Specialist to join our team in Montgomery, AL. Responsibilities Include But Are Not Limited To
- Serve as the ultimate escalation point for Tier II help desk support by validating complex operational and technical infrastructure issues.
- Identify verified software problems and ensure they are appropriately associated with Deficiency Report (DR) numbers within enterprise tracking systems (Remedy/Jira) within 7–10 business days.
- Oversee, configure, and administer the help desk ticketing infrastructure itself to optimize incident resolution metrics, workflows, and monthly programmatic trend reporting.
- Act as the primary enterprise focal point to coordinate with external defense nodes—such as DAAS, Cloud One, and DISA—to resolve critical operational outages within production environments.
- Establish and maintain system access privileges across various staging and production test environments, managing domain-level administrator credentials and root access safely.
- Design and deploy basic scripts and automation workflows using PowerShell or Bash to streamline repetitive administrative tasks, system utilization tracking, and password/certificate management.
- Provide technical leadership, coaching, and mentoring to Tier I and Tier II administrators to establish standardized problem-resolution solution sets.
Minimum Qualifications
- Bachelor’s degree preferred, or equivalent specialized military/civilian IT infrastructure experience.
- 5+ years of advanced tier-3 troubleshooting and system administration experience managing enterprise-level product line infrastructure.
- Practical experience supporting server environments (Red Hat Enterprise Linux, Microsoft Server, or VMware) and interacting with relational database utilities.
- Active DoD 8577 / 8140 Compliance (IAT Level II) baseline cybersecurity certification, such as CompTIA Security+ CE, must be held prior to onboarding.
Preferred Qualifications
- Higher-tier professional technical certifications such as CCNA or ITIL Intermediate/Expert.
- Experience interfacing directly with software engineering teams to report systemic bugs, technical debt, and environment utilization trends discovered via service desk operations.
- Proven experience working with automated system utilization tracking and centralized authentication management.
Clearance Requirements
- An active Secret security clearance is required.
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.
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