IT Service Desk Specialist II — Tier 2 Support & Escalations

Nalu Federal; Bethesda (MD); On-site; USD 60,000 - 90,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Pet insurance

Annual Costco or Sam's membership

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 via phone, email, or chat. The role requires escalating complex issues, maintaining SLAs, and contributing to knowledge bases to improve service efficiency.

Qualified applicants should have a Bachelor’s degree, four years of experience in the discipline, and an active Secret Clearance.

Qualifications

• Four (4) years of experience in the discipline.
• Minimum Education: Bachelor's degree.
• Security Clearance: Active Secret Clearance.

Responsibilities

• Triage, prioritize, and own escalated incidents and service requests through resolution following defined SLAs.
• Perform advanced troubleshooting for endpoint, application, and account-related issues.
• Coordinate cross-team escalations (systems, network, security) and track handoffs to closure.
• Execute standard changes and maintenance tasks per change management procedures.
• Maintain accurate ticket documentation with steps taken, findings, and outcomes.
• Create and continuously improve knowledge base articles and runbooks to reduce repeat issues.
• Monitor service desk queues and metrics; identify trends and propose preventative fixes or process improvements.
• Support onboarding/offboarding tasks (accounts, permissions, device setup) while ensuring policy compliance.
• Safeguard access and data integrity by following security best practices.
• Provide overflow coverage during peak periods and assist in training Tier 1 technicians.

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 via phone, email, or chat. The role requires escalating complex issues, maintaining SLAs, and contributing to knowledge bases to improve service efficiency.

Qualified applicants should have a Bachelor’s degree, four years of experience in the discipline, and an active Secret Clearance.