POSITION SUMMARY: Under general supervision provides quality call center service in an environment requiring teamwork, efficiency, and continuous improvement. RESPONSIBILTIES: The Incident Response Service Desk Representative consistently and effectively manages calls related to cyber security incidents with a happy and helpful persona. The representative accurately collects relevant information and provides available guidance or escalates to the appropriate team. The representative further acts as the liaison between callers and the US CERT teams working to resolve their incident, and must accurately relay incident response status updates and details to callers. The representative consistently follows procedures and guidelines for collecting and disseminating information. The representative must consistently demonstrate excellent communication and interpersonal skills. EDUCATION & EXPERIENCE: Level II: 3-5 years directly related experience OR a degree Level III: Bachelors Degree & 5+ years related experience Available Full Time Shifts: Shift 1 -“ 0500-1330 (Monday -“ Friday) Shift 2 -“ 1300-2130 (Monday -“ Friday) Shift 3 -“ 2100-0530 (Monday -“ Friday) Shift 4 -“ 0900-2130 (Sat, Sun, Mon) Shift 5 -“ 2100-0930 (Fri-Sat, Sat-Sun, Sun-Mon) Desired Qualifications: Preferred: ITIL, ISO 27000, and Help Desk Institute (HDI) Others: MCSE, CCNA, CCNP, ISC, CAP, CISSP, CISM, ISC, ISSMP, CompTIA, SANs, GIAC, PMP PHYSICAL DEMANDS: Normal demands associated with an office environment. Ability to work on computer for long periods and communicate with individuals by telephone, email and face to face. Some travel may be required.