USACA – Help Desk Support ? Lead Position Available In Mobile, Alabama
Tallo's Job Summary: The Help Desk Support - Lead position at USACA involves managing customer support inquiries, troubleshooting technical issues, and providing assistance for the U.S. Army Corps of Engineers' emergency management system. This role requires expertise in software development, cybersecurity, and training to ensure smooth operation during crises like hurricanes and wildfires. The salary range is $46.4K - $58.3K per year.
Job Description
USACA – Help Desk Support ? Lead Technology, Automation, and Management, Inc.
Mobile, AL Job Details Full-time Estimated:
$46.4K – $58.3K a year 1 day ago Qualifications Management Software troubleshooting Mid-level Software development Cybersecurity Full Job Description The ENGLink Technical Services contract provides essential development, maintenance, and support for the U.S. Army Corps of Engineers’ mission-critical emergency management system used to coordinate response activities during natural disasters and other contingency events nationwide. This contract requires expert management of software development, cybersecurity, training, and help desk functions to ensure continuous operation of a system that supports life-saving response efforts during emergency situations, including hurricanes, floods, wildfires, and other crisis events. As the Help Desk Support Specialist for ENGLink, the applicant will serve as the first point of contact for users of this mission-critical emergency management system. Strong troubleshooting skills and service-oriented approach will ensure that USACE personnel can effectively utilize ENGLink during both routine operations and emergency situations. This position offers the opportunity to directly support emergency responders and planners while developing expertise in a specialized, high-impact system.
Position Responsibilities:
Manage and execute customer support inquiries and document feedback Help customers troubleshoot technical issues remotely Redirect unresolved issues to appropriate team members Maintain documentation of problems and processes Perform ENGLink helpdesk support by immediately answering client calls/emails/tickets during non-emergency volume periods Prioritize and respond to client communications during emergency volume periods Record all client interactions in the designated “helpdesk” project log Escalate issues that cannot be resolved immediately to development team Provide extended helpdesk services during emergency responses, potentially including 24/7 support May volunteer to deploy forward to support emergency response missions if approved Track and report gaps or problems encountered through the help desk project log Maintain awareness of system updates to provide accurate support
