Agile Defense

2 months ago

Cyber Center Help Desk Support Analyst

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 23 hours agoStatus: Live

Job Summary

First point of contact for Tier 2 requests at the Global Cyber Center, providing IT help desk support via calls, chats, email and ticketing escalations. You will create, modify and escalate incidents, route tickets, maintain shift communications, and deliver reports while interacting professionally with military, civilian and contractor customers.

Location: United States

Workplace: Onsite

Job Function: Customer Support (Service Desk)

Seniority: Entry level

Key Responsibilities

•First point of contact for Tier 2 requests escalated to the Global Cyber Center
•Handle customer interactions to provide support via inbound/outbound calls, chats, email and internal ticketing escalations
•Create, modify and escalate incidents/tickets, translating user requests into actionable items for analysts
•Route tickets in accordance with documented procedures
•Maintain the shift log and ensure clear communication from shift to shift

Key Requirements

•1-2 years technical help desk experience; HS diploma (or AA/AS or BA/BS with 1 year technical help desk experience)
•Active Secret clearance
•Must be able and available to work shifts (days, swings, mids) including weekends and holidays
•Excellent verbal skills, active listening, and clear articulation
•Proficient with Microsoft Office (Word, Excel, Outlook) and able to type a minimum of 40 wpm

Experience:1-2 years

Education:High School

Skills:CommunicationCustomer serviceEmpathyProblem-solvingTime management

Tech Stack:Microsoft OfficeWordExcelOutlookService NowAESMP

Eligibility

Security Clearance:Secret

Company Brief

Agile Defense

Provides cybersecurity services including managed detection and response, incident response, vulnerability assessments, and security operations to help organizations detect, respond to, and remediate cyber threats while meeting regulatory and compliance requirements.

Industry: Cybersecurity

Website

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Agile Defense

2 months ago

Cyber Center Help Desk Support Analyst

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 23 hours agoStatus: Live

Job Summary

Location: United States

Workplace: Onsite

Job Function: Customer Support (Service Desk)

Seniority: Entry level

Key Responsibilities

•First point of contact for Tier 2 requests escalated to the Global Cyber Center
•Handle customer interactions to provide support via inbound/outbound calls, chats, email and internal ticketing escalations
•Create, modify and escalate incidents/tickets, translating user requests into actionable items for analysts
•Route tickets in accordance with documented procedures
•Maintain the shift log and ensure clear communication from shift to shift

Key Requirements

•1-2 years technical help desk experience; HS diploma (or AA/AS or BA/BS with 1 year technical help desk experience)
•Active Secret clearance
•Must be able and available to work shifts (days, swings, mids) including weekends and holidays
•Excellent verbal skills, active listening, and clear articulation
•Proficient with Microsoft Office (Word, Excel, Outlook) and able to type a minimum of 40 wpm

Experience:1-2 years

Education:High School

Skills:CommunicationCustomer serviceEmpathyProblem-solvingTime management

Tech Stack:Microsoft OfficeWordExcelOutlookService NowAESMP

Eligibility

Security Clearance:Secret

Company Brief

Agile Defense

Industry: Cybersecurity

Website