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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Senior Help Desk Specialist - **Company:** Mantech International Corporation - **Location:** United States - **Experience:** Expert - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Active Directory, Apple Mac Systems, JIRA, Microsoft Azure, Networking Basics, Information Technology - **Published:** July 30, 2026 - **Apply:** https://www.clearancejobs.com/jobs/9067466/senior-help-desk-specialist ## About the Role MANTECH seeks a motivated, career and customer-oriented Senior Help Desk Specialist to join our team in a remote capacity., * Bachelor's degree or 4+ years of additional IT experience in lieu of a degree * 3+ years of IT support experience * Experience with resolving Tier 1 and Tier 2 technical issues in enterprise environments * Experience with Mac OS version 25/26 , Azure environments, M365 applications * Working knowledge of Active Directory and/or Entra ID for user account administration * Working knowledge of Microsoft Azure * Experience using service management and ticketing tools such as JIRA and working within established SLA guidelines * Ability to document technical processes and create knowledge base articles or standard operating procedures * Ability to analyze trends in support requests to identify recurring issues, recommend solutions, and lead projects or initiatives to improve Service Desk processes. Preferred Qualifications: * Experience supporting Service Desk operations in enterprise or government environments * Microsoft Azure certification or experience supporting Azure and Microsoft 365 environments * Industry certifications such as ITIL or HDI-CSR Clearance Requirements: * Must be a US Citizen with the ability to obtain a Secret Clearance Physical Requirements: * Must be able to remain in a stationary position 50% of the time. * Needs to occasionally move about inside the office to access file cabinets, office machinery, and related equipment. * Frequently communicates with co-workers, management, and customers, which may involve delivering presentations, and must be able to exchange accurate information in these situations. ## Description The Senior Help Desk Specialist will support enterprise users across geographically dispersed environments by delivering timely, high-quality technical support and ensuring a seamless customer experience. In this role, you will serve as a frontline technical resource, resolving issues efficiently while contributing to continuous service improvement initiatives that strengthen overall service delivery., * Serving as the first line of support by resolving Tier 1 and Tier 2 technical issues and ensuring timely restoration of services that keep mission operations running smoothly * Delivering exceptional customer service across phone, email, and chat channels to create a seamless and professional end-user experience aligned with MANTECH's commitment to excellence and integrity * Actively suggesting process improvements aimed at elevating customer satisfaction. * Troubleshooting hardware, Windows OS, Microsoft 365, Mac OS, and basic network connectivity issues to minimize downtime and maximize user productivity * Escalating complex incidents to engineering teams with clear and thorough documentation to ensure efficient handoff and resolution continuity * Maintaining accurate service tickets and standard operating procedures to strengthen operational consistency and team performance * Analyzing support trends and recommending process improvements that enhance service delivery and drive measurable results ## Related Videos - [Develop enterprise-ready applications for Microsoft Teams with Azure resources on modern web technologies](https://www.wearedevelopers.com/videos/187-develop-enterprise-ready-applications-for-microsoft-teams-with-azure-resources-on-modern-web-technologies) - [Developer Tools for Microsoft Azure](https://www.wearedevelopers.com/videos/450-developer-tools-for-microsoft-azure) - [MCP Mashups: How AI Agents are Reviving the Programmable Web](https://www.wearedevelopers.com/videos/1392-mcp-mashups-how-ai-agents-are-reviving-the-programmable-web) - [Improving quality with Agentic AI with Rovo Dev and Xray](https://www.wearedevelopers.com/videos/2005-improving-quality-with-agentic-ai-with-rovo-dev-and-xray) - [Backstage in Practice: Offloading Developer Operational Work Through Platform Self-Service](https://www.wearedevelopers.com/videos/1922-backstage-in-practice-offloading-developer-operational-work-through-platform-self-service) - [Fault Tolerance and Consistency at Scale: Harnessing the Power of Distributed SQL Databases](https://www.wearedevelopers.com/videos/1146-fault-tolerance-and-consistency-at-scale-harnessing-the-power-of-distributed-sql-databases) ## Related Articles - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [Remote Work: Best Practices for Developers](https://www.wearedevelopers.com/magazine/315-remote-work-best-practices-for-developers) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [The Best Job Search Websites of 2025](https://www.wearedevelopers.com/magazine/368-the-best-job-search-websites-of-2025) - [Mastering Remote Work: Tips for Developers](https://www.wearedevelopers.com/magazine/558-mastering-remote-work-tips-for-developers) - [Best Job Boards for Remote Work for Developers](https://www.wearedevelopers.com/magazine/290-best-job-boards-for-remote-work-for-developers)