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Agile Defense

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Cyber Center Help Desk Support Analyst

Fort Huachuca, AZOn-site

AI Summary

First point of contact for Tier 2 requests at the Global Cyber Center. Handles incident creation, escalation, and customer communications to support troubleshooting and ensure clear handoffs between shifts.

About this role

About Agile Defense
At Agile Defense we know that action defines the outcome and new challenges require new solutions. That’s why we always look to the future and embrace change with an unmovable spirit and the courage to build for what comes next.
Our vision is to bring adaptive innovation to support our nation's most important missions through the seamless integration of advanced technologies, elite minds, and unparalleled agility—leveraging a foundation of speed, flexibility, and ingenuity to strengthen and protect our nation’s vital interests.

Requisition #: 1616
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 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

    • 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

    • Skills

    40 Wpm TypingActive Secret ClearanceCustomer ServiceData EntryEnd-user SupportIncident ManagementInformation Security AwarenessInternal CommunicationsLS/QA ProcessesMicrosoft Office (Word, Excel, Outlook)Phone, Chat, Email SupportProblem SolvingServiceNow Or AESMP ExperienceShift Log MaintenanceTicketing Systems

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