Cyber Center Help Desk Support Analyst

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

Our Core Values Employees of Agile Defense are our number one priority, and the importance we place on our culture here is fundamental. Our culture is alive and evolving, but it always stays true to its roots. Here, you are valued as a family member, and we believe that we can accomplish great things together. Agile Defense has been highly successful in the past few years due to our employees and the culture we create together. What makes us Agile? We call it the 6Hs, the values that define our culture and guide everything we do. Together, these values infuse vibrancy, integrity, and a tireless work ethic into advancing the most important national security and critical civilian missions. It's how we show up every day. It's who we are.

• Happy - Be Infectious. Happiness multiplies and creates a positive and connected environment where motivation and satisfaction have an outsized effect on everything we do.
• Helpful - Be Supportive. Being helpful is the foundation of teamwork, resulting in a supportive atmosphere where collaboration flourishes, and collective success is celebrated.
• Honest - Be Trustworthy. Honesty serves as our compass, ensuring transparent communication and ethical conduct, essential to who we are and the complex domains we support.
• Humble - Be Grounded. Success is not achieved alone, humility ensures a culture of mutual respect, encouraging open communication, and a willingness to learn from one another and take on any task.
• Hungry - Be Eager. Our hunger for excellence drives an insatiable appetite for innovation and continuous improvement, propelling us forward in the face of new and unprecedented challenges.
• Hustle - Be Driven. Hustle is reflected in our relentless work ethic, where we are each committed to going above and beyond to advance the mission and achieve success.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities