Cyber Center Help Desk Support Analyst

Job Title

Cyber Center Help Desk Support Analyst

Fort Huachuca, AZ

Secret, Must Have Clearance to Start

• 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

• HS diploma, plus 2 years of technical help desk experience
• AA/AS or BA/BS, 1 year technical help desk experience
• Active Secret clearance

1 to 2 years

• 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

• 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.

• 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