IT Service Desk Specialist Level II

Nalu Federal•Bethesda, MD

About The Position

Nalu Federal is a subsidiary company of the Kanaka Foundation - An NHO who's mission is to support Native Hawaiians. This role is for an IT Service Desk Specialist Level II with an IT Security Designation of ADP/IT- II. An investigation of Tier 3 (T3) is required. The technical/management designation is IAT II and CE Commercial (Baseline). The specialist will answer questions, analyze problems, and provide technical assistance, support, and advice to end users for hardware, software, and systems through phone, email, or chat. They will resolve computer software and hardware problems of users and act as a contact for users having problems using computer software, hardware, and operating systems. This role acts as the escalation path to resolve moderate to highly complex technical issues and may specialize in certain aspects of technologies to assist the customer base. They will also provide 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. The specialist will triage, prioritize, and own escalated incidents and service requests through resolution following defined SLAs. They will perform advanced troubleshooting, including root-cause analysis, log review, and remediation for endpoint, application, and account-related issues. They will coordinate cross-team escalations (e.g., systems, network, security) and track handoffs to closure. They will execute standard changes and maintenance tasks (e.g., software deployments, image builds, patching) per change management procedures. Maintaining accurate, complete ticket documentation, including steps taken, findings, and outcomes, is crucial. Creating and continuously improving knowledge base articles, runbooks, and user-facing guides to reduce repeat issues is also a key responsibility. Monitoring service desk queues and metrics, identifying trends, and proposing preventative fixes or process improvements are expected. Supporting onboarding/offboarding tasks (accounts, permissions, device setup) while ensuring policy compliance is required. Safeguarding access and data integrity by following security best practices for authentication, authorization, and device handling is essential. Providing overflow coverage during peak periods and assisting in training/mentoring Tier 1 technicians are also part of the role.

Requirements

Four (4) years of experience demonstrating the required Minimum Education
Bachelor's degree
Active Secret Clearance
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.

Nice To Haves

Level III performs more varied and difficult tasks compared to Level II.

Responsibilities

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.
Specializes 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.
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.