Help Desk Support
Mobile, AL
Full Time
Mid Level
MacMore was created out of the passion to create a space and place for individuals to build out their careers while providing mission-critical success to federal government programs. It's our passion for people that allows us to deliver the best and the brightest and to tackle the most pressing challenges and opportunities. We believe that empowered people, empower people and that's what we are all about. MacMore is headquartered in Mobile, Alabama and we are thrilled to be filling positions in our hometown.
MacMore is looking to fill a Help Desk Support position for an opportunity at the U.S. Army Corps of Engineers.
Anticipated start date: June 5th in Mobile, Alabama
As a Help Desk Support Specialist, you will be at the forefront of this essential system, ensuring seamless communication, real-time tracking, and accurate reporting across operations worldwide. Your work will directly support emergency response missions by providing technical assistance, maintaining system integrity, and enabling decision-makers to access critical information when it matters most.
This is more than a help desk role—it's an opportunity to contribute to national emergency readiness and response efforts, while working with a dedicated team in a dynamic, high-impact environment.
What You’ll Be Doing:
As a Help Desk Support team member, you will play a critical role in supporting the client’s mission providing responsive, reliable, and well-documented technical assistance. Your responsibilities will include:
MacMore is looking to fill a Help Desk Support position for an opportunity at the U.S. Army Corps of Engineers.
Anticipated start date: June 5th in Mobile, Alabama
As a Help Desk Support Specialist, you will be at the forefront of this essential system, ensuring seamless communication, real-time tracking, and accurate reporting across operations worldwide. Your work will directly support emergency response missions by providing technical assistance, maintaining system integrity, and enabling decision-makers to access critical information when it matters most.
This is more than a help desk role—it's an opportunity to contribute to national emergency readiness and response efforts, while working with a dedicated team in a dynamic, high-impact environment.
What You’ll Be Doing:
As a Help Desk Support team member, you will play a critical role in supporting the client’s mission providing responsive, reliable, and well-documented technical assistance. Your responsibilities will include:
- Responding promptly to client calls, emails, and tickets during normal operations, and prioritizing responses during high-volume or emergency periods.
- Logging all client interactions in the designated Helpdesk project log to ensure accurate tracking and reporting.
- Escalating unresolved or complex issues to the Project Manager (PM) or Deputy PM for prioritization and further action.
- Supporting emergency operations by providing extended helpdesk services, including during unscheduled holidays, administrative closings, and declared emergencies.
- Being available for 24/7 support during emergency response events.
- Collaborating with government personnel and adhering to established protocols for issue resolution, documentation, and service delivery.
- Manages related training on a daily basis and during emergency/disaster response to ensure operations continuity.
- At least 5 years minimum professional experience providing technical support in a IT environment with a Bachelors degree or a minimum of 7 years’ experience with an Associate’s degree.
- Must have at least one of the following:
- IAT-I or one of the following: CompTIA A+, CompTIA Network+, ISC2 Systems Security Certified Practitioner (SSCP), or Cisco Certified Network Associate (CCNA) Security or equivalent.
- Familiarity with Microsoft cloud services such as Teams, SharePoint Online, Power Platform, and Dynamics 365 preferred.
- Proven ability to manage and resolve customer support inquiries via phone, email, and ticketing systems.
- Skilled in remotely troubleshooting hardware, software, and network-related issues.
- Experience escalating unresolved technical problems to the appropriate internal teams for resolution.
- Capable of maintaining clear and accurate documentation of technical issues, resolutions, and support workflows.
- Strong customer service orientation with excellent communication skills, professionalism, and composure under pressure.
- Flexible and dependable in supporting emergency operations, including extended hours, weekends, holidays, and 24/7 availability when needed.
- Willingness to deploy on-site for emergency missions, subject to approval by the Contractor PM.
- Familiar with help desk ticketing platforms (e.g. ServiceNow) and remote support tools.
- Adept at following established procedures for issue tracking, escalation, and prioritization.
Apply for this position
Required*