IT Service Desk Specialist II — Elevate End-User Tech

EmergencyMD; Bethesda (MD); On-site; USD 60,000 - 85,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Pet insurance

Annual membership to Costco or Sam's

401K

Job summary

Nalu Federal is seeking an IT Service Desk Specialist Level II to provide frontline support for end users across hardware, software and systems. The role emphasizes escalation to Tier 3 with strong diagnostic skills and a customer-focused approach.

Ideal candidates have a Bachelor’s degree and several years of service desk experience, with attention to security designations and industry certifications. This is a demanding support role requiring effective communication and problem-solving across

Qualifications

• Bachelor's degree required or equivalent experience.
• Minimum four years of experience in IT service desk/support.
• Experience providing end-user assistance for hardware, software and OS via phone, email or chat.

Responsibilities

• Triage and resolve escalated incidents per defined SLAs.
• Perform advanced troubleshooting for endpoint, application, and account issues.
• Coordinate cross-team escalations and ensure handoffs to closure.
• Maintain accurate ticket documentation with steps, findings and outcomes.
• Develop and improve knowledge base articles and runbooks.

Skills

End-user support

Troubleshooting

Technical communication

Incident management

Education

Bachelor's degree

Job description

Nalu Federal is seeking an IT Service Desk Specialist Level II to provide frontline support for end users across hardware, software and systems. The role emphasizes escalation to Tier 3 with strong diagnostic skills and a customer-focused approach.

Ideal candidates have a Bachelor’s degree and several years of service desk experience, with attention to security designations and industry certifications. This is a demanding support role requiring effective communication and problem-solving across