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:

• 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.