Help Desk Support Specialist

MANTECH seeks a motivated, career and customer-oriented Help Desk Support Specialist to join our team as a remote team member.

The Junior to Mid-Level Help Desk Support Specialist will serve as a key technical liaison for external users accessing Department of Housing and Urban Development (HUD) systems, guiding clients through Okta Zero Trust Architecture (ZTA) setup, troubleshooting access issues, and collaborating with internal engineering teams to remediate technical incidents.

Responsibilities include but are not limited to:

• Review incoming emails from system users to triage, diagnose, and execute follow-on resolution steps.
• Guide external clients through downloading, installing, and troubleshooting Okta Zero Trust Architecture (ZTA) tools.
• Collaborate closely with internal development and engineering teams to capture problem details and facilitate prompt remediation.
• Deliver timely, accurate, and customer-focused communication to external stakeholders regarding technical processes and system access.
• Create and maintain clear standard operating procedures (SOPs), user-facing guides, and technical artifacts using Microsoft Office Suite.
• Log, classify, update, and track technical incidents to full resolution using enterprise ticketing systems.

Minimum Qualifications:

• Bachelor's degree in Information Technology, Computer Science, or a related field: 6 additional years of experience might be substituted for a degree.
• 3+ years of related experience.
• Demonstrated analytical and problem-solving skills to isolate client endpoint issues including OS compatibility, browser settings, and network restrictions.
• Foundational operational understanding of Identity & Access Management (IAM), including Multi-Factor Authentication (MFA) and Single Sign-On (SSO) workflows.
• Hands-on experience using IT Service Management (ITSM) and ticketing platforms such as ServiceNow, Jira, or Remedy to manage incidents.
• Proven ability to draft clear knowledge base articles, troubleshooting procedures, and technical documentation.

Preferred Qualifications:

• Industry certifications such as CompTIA Security+, Network+, A+, or HDI Desktop Support Technician.
• Direct experience troubleshooting Okta client applications, Okta Verify, or Zero Trust Architecture (ZTA) endpoint tools.
• Prior experience providing technical support in a federal government contracting environment such as HUD.
• Familiarity with Windows and macOS administration, remote assistance tools, registry settings, and certificate management.

Clearance Requirements:

• Must be a U.S. Citizen (no dual citizenship) with the ability to pass a background investigation and obtain and maintain DHS Suitability / Entry on Duty (EOD).

Physical Requirements:

• Must be able to remain in a stationary position 50% of the time.
• Needs to occasionally move about inside the workspace to access office equipment.
• Frequently communicates with co-workers, management, and customers via email, phone, and virtual channels.
• Must be able to exchange accurate information in these situations.