> Markdown version of [/jobs/ext/1777802-cyber-center-help-desk-support-analyst](https://www.wearedevelopers.com/jobs/ext/1777802-cyber-center-help-desk-support-analyst). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Cyber Center Help Desk Support Analyst - **Company:** Agile Defense - **Location:** Sierra Vista, AZ, United States - **Experience:** Starter - **Contract:** Permanent contract - **Skills:** Adobe Analytics, Microsoft Word, Microsoft Excel, Agile Methodology, Artificial Intelligence, Microsoft Outlook, Microsoft Office, Microsoft Software, SC Clearance, Servicenow - **Published:** July 28, 2026 - **Apply:** https://www.careerbuilder.com/job-details/cyber-center-help-desk-support-analyst-fort-huachuca-az--0293c75a-e320-4bf1-adcd-f31e67c952bd ## About the Role * 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, Agile Programming Methodologies, Analysis Skills, Artificial Intelligence (AI), Communication Skills, Continuous Improvement, Customer Relations, Customer Support/Service, Detail Oriented, Establish Priorities, Help Desk, Identify Issues, Inside Sales, Keyboards, Lift/Move 20 Pounds, Microsoft Excel, Microsoft Office, Microsoft Outlook, Microsoft Product Family, Microsoft Word, Military, Presentation/Verbal Skills, Problem Solving Skills, Quality Assurance, Reporting Skills, Research Skills, Secret Clearance, ServiceNow, Team Player, Telephone Skills ## 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, * 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. ## Related Videos - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [Developing the Rich Text Editor for DeepL.com](https://www.wearedevelopers.com/videos/1172-developing-the-rich-text-editor-for-deepl-com) - [Security Pitfalls for Software Engineers](https://www.wearedevelopers.com/videos/726-security-pitfalls-for-software-engineers) - [AI in Production: applied AI & enterprise use cases](https://www.wearedevelopers.com/videos/100130-ai-in-production-applied-ai-enterprise-use-cases) - [Robots are coming into the wild! Full-Stack Robotics Engineers, be ready!](https://www.wearedevelopers.com/videos/479-robots-are-coming-into-the-wild-full-stack-robotics-engineers-be-ready) - [Cyber Sleuth: Finding Hidden Connections in Cyber Data](https://www.wearedevelopers.com/videos/893-cyber-sleuth-finding-hidden-connections-in-cyber-data) ## Related Articles - [Dev Digest 134 - Where pixels sing?](https://www.wearedevelopers.com/magazine/477-dev-digest-134-where-pixels-sing) - [9 Ways to Make Money Hacking](https://www.wearedevelopers.com/magazine/333-9-ways-to-make-money-hacking) - [Dev Digest 216: CyberSec + Mythos, Stack Overflow for Agents & DOOM in TTF](https://www.wearedevelopers.com/magazine/728-dev-digest-216-cybersec-mythos-stack-overflow-for-agents-doom-in-ttf) - [Events like RSAC Get You CISOs. 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