Journeyman Help Desk Support Specialist

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:

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.

See also