Cyber Center Help Desk Support Analyst (Cybersecurity)

TL;DR

Cyber Center Help Desk Support Analyst (Technical Support): Managing Tier 2 technical escalations for the Global Cyber Center with an accent on customer interaction, ticket routing, and incident modification. Focus on ensuring clear communication across shifts and maintaining high-quality support for military and civilian customers.

Location: 100% On-site at Fort Huachuca, AZ

Company

hirify.global provides adaptive innovation to support national security missions through the integration of advanced technologies and elite expertise.

What you will do

• Act as the first point of contact for Tier 2 requests escalated to the Global Cyber Center.
• Handle customer interactions via inbound/outbound calls, chats, email, and internal ticketing systems.
• Create, modify, and escalate incidents, translating user requests into logical formats for analyst troubleshooting.
• Route tickets according to documented procedures and perform quality assurance follow-ups with users.
• Monitor group mailboxes and prioritize communications by order of importance.
• Maintain shift logs to ensure accurate and clear communication between rotations.

Requirements

• Active Secret clearance is required to start.
• HS diploma with 2 years of technical help desk experience, or an AA/AS/BA/BS degree with 1 year of experience.
• Availability to work various shifts (days, swings, mids), including weekends and holidays.
• Proficiency in Microsoft Office products (Word, Excel, Outlook).
• Typing speed of at least 40 wpm.
• Strong verbal communication, active listening, and empathy.

Nice to have

• Experience with Service Now or AESMP.
• Previous experience in inside sales or customer service.
• Ability to remain calm under pressure and manage multiple tasks efficiently.

Culture & Benefits

• Culture driven by the "6Hs" values: Happy, Helpful, Honest, Humble, Hungry, and Hustle.
• Supportive, family-like environment focusing on collaboration and collective success.
• Opportunity to contribute to critical national security and civilian missions.