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. 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

Requirements

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.
Four (4) years of experience demonstrating the required
Bachelor's degree and/or

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.
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.
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.