> Markdown version of [/jobs/ext/2576412-it-service-desk-specialist-level-ii](https://www.wearedevelopers.com/jobs/ext/2576412-it-service-desk-specialist-level-ii). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md).

---

# IT Service Desk Specialist Level II

- **Company:** Nalu Federal
- **Location:** Bethesda, MD, United States
- **Experience:** Experienced
- **Contract:** Permanent contract
- **Skills:** Software Applications, Data Integrity
- **Published:** August 5, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=438cb0277a42ee9a

## About the Role

* 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.

## Description

* 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.


## Related Videos

- [SRE Methods In an Agency Environment](https://www.wearedevelopers.com/videos/348-sre-methods-in-an-agency-environment)
- [Exploring 5 Key Applications of AI Abundance with Blockchain Assurance](https://www.wearedevelopers.com/videos/971-exploring-5-key-applications-of-ai-abundance-with-blockchain-assurance)
- [Securing your application software supply-chain](https://www.wearedevelopers.com/videos/468-securing-your-application-software-supply-chain)
- [Startup Presentation: StorX - Future of Cloud Storage](https://www.wearedevelopers.com/videos/1176-startup-presentation-storx-future-of-cloud-storage)
- [Coding for Good: Achieving social change with an app](https://www.wearedevelopers.com/videos/1645-coding-for-good-achieving-social-change-with-an-app)
- [GenAI Security: Navigating the Unseen Iceberg](https://www.wearedevelopers.com/videos/1744-genai-security-navigating-the-unseen-iceberg)

## Related Articles

- [What’s the Difference between a Junior, Mid, and Senior Developer?](https://www.wearedevelopers.com/magazine/238-what-s-the-difference-between-a-junior-mid-and-senior-developer)
- [Best Paying Jobs in Technology](https://www.wearedevelopers.com/magazine/256-best-paying-jobs-in-technology)
- [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market)
- [How We Built a Worry-Free System That Runs for 10+ Years – And What We’d Do Again](https://www.wearedevelopers.com/magazine/751-how-we-built-a-worry-free-system-that-runs-for-10-years-and-what-we-d-do-again)
- [Dev Digest 134 - Where pixels sing?](https://www.wearedevelopers.com/magazine/477-dev-digest-134-where-pixels-sing)
- [IT Salaries in UK](https://www.wearedevelopers.com/magazine/288-it-salaries-in-uk)