Software Application Helpdesk Support Engineer

The Software Application Helpdesk Support Engineer will leverage their strong technical background and knowledge to support the Sponsor’s custom software applications, to include assisting enterprise clients with complex software configurations, application errors, data inquiries, and integration workflows., * Diagnosing, isolating, and resolving complex application errors, workflow interruptions, and software anomalies reported by users.

• Writing basic to intermediate database queries to verify data integrity, investigate user-reported discrepancies, and troubleshoot reporting issues.
• Reviewing and analyzing API payloads, webhooks, and third-party integration logs to identify where data exchanges are failing.
• Owning technical issues from initial report through resolution, including documenting troubleshooting steps and root causes in ServiceNow.
• Replicating and documenting verified software defects with clear technical evidence for escalation to Product and QA engineering teams.
• Creating and maintaining user-facing help articles, FAQs, and internal knowledge base documentation regarding application features and updates.

• Bachelor’s degree with 2 or more years of experience supporting software applications, SaaS products, or web-based platforms; or a High School Diploma/GED with 6 or more additional years of relevant experience in lieu of a degree
• Strong foundational knowledge of SQL (or NoSQL) to query databases for data verification and troubleshooting.
• Familiarity with HTML, CSS, JavaScript, and browser developer tools to diagnose front-end application behavior.
• Understanding of RESTful APIs and experience using log viewers or API tools (e.g., Postman, Splunk, Datadog) to investigate errors.
• Familiarity with cloud-based architectures (AWS or Azure) and enterprise support platforms such as ServiceNow.
• Ability to communicate technical workflows clearly to non-technical users and collaborate with software developers for code fixes.

Preferred Qualifications:

• Active technical certification such as CompTIA A+, Network+, or Security+.
• Experience supporting custom software applications for the NRO or similar Intelligence Community environments.
• Demonstrated ability to perform analytical problem-solving with patience and professionalism during critical software disruptions.

Clearance Requirements:

• An active TS/SCI with CI Polygraph.

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.