Cyber Center Help Desk Support Analyst

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