IT Service Desk Specialist II: Advanced Support

Nalu Federal; Bethesda (MD); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Pet insurance

Costco/Sam's membership

Job summary

Nalu Federal is seeking an IT Service Desk Specialist Level II to provide expert end-user support for hardware, software, and systems via phone, email, or chat. The role requires active Secret clearance and relevant DoD 8570.01-M certifications, with cross-team collaboration to resolve complex issues.

Four years of IT service desk experience and a Bachelor's degree are required. The position includes escalation duties, knowledge base development, and mentoring of Tier 1 staff in a fast-paced

Qualifications

• Four years of experience in IT service/help desk support.
• Active Secret security clearance.
• Bachelor's degree required.
• DoD 8570.01-M CE/IAT II certifications required per DoD guidance.

Responsibilities

• Answer questions and provide technical assistance to end users via phone, email, or chat.
• Resolve hardware and software problems and act as escalation path.
• Escalate to Tier 3 and coordinate cross-team escalations.
• Perform deployments, imaging, and patching per change management procedures.
• Maintain accurate ticket documentation with steps, findings, and outcomes.
• Support onboarding/offboarding and ensure policy compliance.
• Mentor Tier 1 technicians and provide overflow coverage.

Skills

Customer support

Troubleshooting

Escalation management

Root cause analysis

Phone support

Education

Bachelor's degree

Job description

Nalu Federal is seeking an IT Service Desk Specialist Level II to provide expert end-user support for hardware, software, and systems via phone, email, or chat. The role requires active Secret clearance and relevant DoD 8570.01-M certifications, with cross-team collaboration to resolve complex issues.

Four years of IT service desk experience and a Bachelor's degree are required. The position includes escalation duties, knowledge base development, and mentoring of Tier 1 staff in a fast-paced