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