IT Service Desk Specialist Level II

Nalu Federal; 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 a subsidiary company of the Kanaka Foundation - An NHO who's mission is to support Native Hawaiians.

You will receive a comprehensive benefits package that includes:

• Health insurance
• Dental insurance
• Vision insurance
• Pet insurance
• Annual membership to Costco or Sam's
• 401K
• ...and much, much more!

• Role Designation: IT Service Desk Specialist Level II
• IT Security Designation: ADP/IT-II
• Investigation Required: Tier 3 (T3)
• IA Technical/Management Designation: IAT II and CE
• Commercial (Baseline) Certificates: IAT II: Please see Commercial Certificates for DoD 8570.01-M certificate requirement, CE: Associate level certificate for supported technology as approved by the COR.
• Experience in this Discipline: Four (4) years of experience demonstrating the required
• Minimum Education: Bachelor's degree and/or
• Functional Responsibility: Answers questions, analyzes problems and provides technical assistance, support, and advice to end users for hardware, software, and systems through phone, email, or chat. Resolves computer software and hardware problems of users, and acts as a contact for users having problems using computer software, hardware, and operating systems. Acts as the escalation path to resolve moderate to highly complex technical issues. Specialized in certain aspects of technologies to assist the customer base. Provides support for call overflow during peak time or reduced staff during off peak hours. Level III performs more varied and difficult tasks compared to Level II.

OTHER SILLS, TASKS AND RESPONSIBLITIES THE CONTRACT EMPLOYEE SHALL PERFORM BUT NOT LIMITED TO:

• Triage, prioritize, and own escalated incidents and service requests through resolution following defined SLAs.
• Perform advanced troubleshooting, including root-cause analysis, log review, and remediation for endpoint, application, and account-related issues.
• Coordinate cross-team escalations (e.g., systems, network, security) and track handoffs to closure.
• Execute standard changes and maintenance tasks (e.g., software deployments, image builds, patching) per change management procedures.
• Maintain accurate, complete ticket documentation, including steps taken, findings, and outcomes.
• Create and continuously improve knowledge base articles, runbooks, and user-facing guides 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 for authentication, authorization, and device handling.
• Provide overflow coverage during peak periods and assist in training/mentoring Tier 1 technicians.

Nalu Federal is an Equal Opportunity Employer, and all qualified candidates will receive consideration for employment without regard to race, color, religion, national origin, marital status, sex (including pregnancy), gender identity or expression, age, disability, veteran status, sexual orientation, genetic information (family medical history), or any other status protected by federal, state or local laws. EEO/AA employer/Vet/Disabled.