Cyber Center Help Desk Support Analyst

Agile Defense•Fort Huachuca, AZ

6d•Onsite

About The Position

This role serves as the first point of contact for Tier 2 requests escalated to the Global Cyber Center. The analyst will be responsible for handling customer interactions through inbound/outbound calls, chats, email, and internal ticketing escalations. Key duties include creating, modifying, and escalating incidents/tickets, translating user requests into a usable format for analysts, and routing tickets according to documented procedures. The position also involves performing quality assurance follow-ups, ensuring compliance with documented processes, monitoring group mailboxes, prioritizing emails, maintaining the shift log for clear communication between shifts, providing reporting as needed, and maintaining a professional demeanor with military, civilian, and contractor customers.

Requirements

HS diploma plus 2 years of technical help desk experience OR AA/AS or BA/BS plus 1 year of technical help desk experience.
Active Secret clearance (must have clearance to start).
Ability to work shifts (days, swings, mids).
Ability to work weekends and holidays, as required (schedule is subject to change).
Excellent verbal skills, active listening, and clear articulation.
Patient, empathetic, and driven to create positive experiences.
Ability to handle varied situations and learn new products.
Ability to research and find solutions quickly.
Experience with Microsoft Office products (Word, Excel, Outlook).
Type a minimum of 40 wpm.
Ability to work within a dynamic environment where requirements shift routinely.

Nice To Haves

Inside sales and/or customer service experience.
Attention to detail.
Ability to remain calm under pressure.
Ability to handle calls efficiently while managing other tasks.
Service Now or AESMP experience.

Responsibilities

Serve as the first point of contact for Tier 2 requests escalated to the Global Cyber Center.
Handle customer interactions via inbound/outbound calls, chats, email, and internal ticketing escalations.
Create, modify, and escalate incidents/tickets, translating user requests into a logical format for troubleshooting.
Route tickets in accordance with documented procedures.
Perform quality assurance follow-up with customers/end users.
Comply with documented processes and procedures.
Monitor group mailboxes and prioritize emails by order of importance.
Maintain the shift log and ensure accurate, thorough, and clear communication from shift to shift.
Provide reporting as needed.
Maintain a professional demeanor with military, civilian, and contractor customers.