Cyber Center Help Desk Support Analyst
About The Position
First point of contact for Tier 2 requests that are escalated to the Global Cyber Center. Responsible for handling customer interactions to provide support (inbound/outbound calls, chats, email and internal ticketing escalations). Create, modify and escalate incidents/tickets, translating user requests into logical format for use by analysts in 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 our military, civilian and contractor customers.
Requirements
- HS diploma, plus 2 years of technical help desk experience OR AA/AS or BA/BS, 1 year technical help desk experience
- Active Secret clearance
- Must be able and available to work shifts (days, swings, mids)
- Must be able to work weekends and holidays, as required. Schedule is subject to change to fulfill the needs of the mission.
- 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
- 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
- Handling calls efficiently while managing other tasks
- Service Now or AESMP experience
Responsibilities
- Handle customer interactions to provide support (inbound/outbound calls, chats, email and internal ticketing escalations)
- Create, modify and escalate incidents/tickets, translating user requests into logical format for use by analysts in 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 our military, civilian and contractor customers
Benefits
- Employees of Agile Defense are our number one priority, and the importance we place on our culture here is fundamental.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
