Cyber Center Help Desk Support Analyst

Job Title Cyber Center Help Desk Support Analyst Location Fort Huachuca, AZ Clearance Level Secret, Must Have Clearance to Start Job Description 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 elevate 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 Education and Background HS diploma, plus 2 years of technical help desk experience AA/AS or BA/BS, 1 year technical help desk experience Active Secret clearance Years of Experience 1 to 2 years Required Skills 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 Preferred Skills 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. Working Conditions 100% on‑site Ability to sit, stand, and walk for extended periods of time Fine motor skills, with the ability to operate keyboards, phones, and controls Ability to climb, kneel or crawl Ability to lift up to 20+ lbs Equal Opportunity Employer / Protected Veterans / Individuals with Disabilities #J-18808-Ljbffr Agile Defense, Inc.