IT Service Desk Specialist II: Tiered Support & Security

Nalu Federal; Bethesda (MD); Hybrid; USD 70,000 - 100,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Pet insurance

Annual Costco/Sam's membership

401K

Job summary

Nalu Federal in Bethesda, MD is seeking an IT Service Desk Specialist Level II to deliver front-line technical support for hardware, software, and account access. You will triage incidents, perform troubleshooting, and escalate as needed to resolve issues within defined SLAs.

The role requires a minimum of four years of IT service experience, an active Secret clearance, and DoD 8570.01-M related certifications.

Qualifications

• Minimum Education: Bachelor's degree
• Security Clearance: Active Secret Clearance
• Four (4) years of IT service/help desk experience
• IAT II and CE certifications per DoD 8570.01-M requirement

Responsibilities

• Triage, prioritize, and own escalated incidents and service requests through resolution following SLAs.
• Perform advanced troubleshooting, including root-cause analysis and remediation 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, complete ticket documentation with steps taken and outcomes.
• Create and continuously improve knowledge base articles and runbooks to reduce repeat issues.

Skills

Customer support

Technical troubleshooting

End-user support

Communication

Education

Bachelor's degree

IAT II / CE (DoD 8570.01-M)

Active Secret Clearance

Job description

Nalu Federal in Bethesda, MD is seeking an IT Service Desk Specialist Level II to deliver front-line technical support for hardware, software, and account access. You will triage incidents, perform troubleshooting, and escalate as needed to resolve issues within defined SLAs.

The role requires a minimum of four years of IT service experience, an active Secret clearance, and DoD 8570.01-M related certifications.