Tier 2 Help Desk Analyst
Kforce
Kforce has a client that is seeking a Tier 2 Help Desk Analyst in Chantilly, VA.
Key Tasks:
* Login to daily training call
* Be logged into ACD by 0800 daily ready to take calls until 1700 and ready to work unless otherwise directed and remain on the designated status given by supervisor
* Answer phones
* Create, log support tickets in CRM tool (ServiceNow) for each phone call, email, request for assistance with requisite details
* Troubleshoot advance technical support calls
* Monitor chat during panels
* Resolve or escalate tickets to other applicable support group
* Respond to customer inquiries
* Configure workstations/laptops
* Support NSF Program Staff during setup, configuration, testing and during panels
* Provide in panel technical support via phone, chat and/or breakout sessions
* Coordinate with Command Center Lead for Lessons Learned and additional support documentation
* Attend and complete all VP Facilitator and Program Director trainings and end-to-end testing sessions
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