IT Service Desk Specialist Level II

Nalu Federal is a subsidiary of the Kanaka Foundation, an NHO whose mission is to support Native Hawaiians.

Benefits

• Health insurance
• Dental insurance
• Vision insurance
• Pet insurance
• Annual membership to Costco or Sam’s Club
• 401K
• Additional comprehensive benefits

Responsibilities

• Answer questions, analyze problems, and provide technical assistance, support, and advice to end users for hardware, software, and systems via phone, email, or chat.
• Resolve computer software and hardware problems for users; act as a contact for users experiencing issues with computer software, hardware, and operating systems.
• Serve as the escalation path to resolve moderate to highly complex technical issues.
• Specialize in certain technologies to assist the customer base.
• Provide support for call overflow during peak times 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.

Requirements

• Four (4) years of experience in IT service desk or related discipline.
• Bachelor’s degree.
• Active Secret Clearance.
• IAT II certification (per DoD 8570.01-M certificate requirements).
• Associate-level certificate for supported technology as approved by the COR.
• Tier 3 (T3) investigation required.