IT Admin - Service Desk

Tier 2 Service Desk agents are responsible for providing technical support to the users of Protective DNS during scenarios wherein Tier 1 support is not enough to resolve the ticket. The role entails troubleshooting customer issues and ensuring incidents and service requests escalated from Tier 1 to Tier 2 are properly logged, tracked, and resolved efficiently within SLA guidelines. This role requires strong communication skills and customer focused mindset alongside an equally strong technical skillset to support in identification, isolation, troubleshooting, and resolution of reported issues, including occasionally engaging with 3rd party vendors where applicable to facilitate ticket resolution. Tier 2 serves as an integral part of customer service and engagement as well as an escalation point for Tier 1. Tier 2 will in turn escalate to Tier 3 and leadership to resolve complex or high-priority issues as necessary.

• Provide advanced technical support for complex technical issues related to Protective DNS. 
• Analyze and troubleshoot escalated support tickets from Tier 1 agents.
• Investigate and resolve connectivity, configuration, and performance issues with Protective DNS.
• Collaborate with network, security, and cloud operations teams to identify and address root causes.
• Work alongside Service Desk leadership to develop and maintain detailed troubleshooting procedures and knowledge base articles as reference materials for future tickets.
• Provide guidance and training to Tier 1 support staff on Protective DNS best practices and operations.
• Assist user requests for account validation and updates to existing permission/access.
• Analyze service usage data and metrics to identify opportunities for optimization.
• Serve as a technical subject matter expert for Protective DNS and related security services. 
• Assist new incoming agencies with backend onboarding into Protective DNS as part of the overall onboarding workflow.
• Contribute to the continuous improvement of support processes and documentation where needed.

Minimum Qualifications

• Bachelor’s Degree in Information Technology, Computer Science or a related field or equivalent relevant experience.
• 5+ years of experience in a technical support or network/security engineering role.

Other Job Specific Skills

• Extensive knowledge of DNS protocols, web filtering, and cloud-based security technologies.
• Hands-on experience with interfacing with customer networks and configurations.
• Strong understanding of network architecture, routing, and security concepts.
• Proficiency in troubleshooting complex network and security-related issues.
• Excellent analytical and problem-solving skills to identify and resolve root causes.
• Ability to effectively document and communicate technical information to various stakeholders both internal to AFS and with federal partners.
• Experience with IT service management frameworks (e.g., ITIL) and support processes.
• Hands-on experience with network monitoring, log analysis, and automation tools.
• Familiarity with cloud platforms (e.g., AWS, Azure, GCP) and DevOps practices.

Preferred Qualifications

• Prior experience supporting similar cloud-based security solutions.
• Industry certifications in network administration, security, or cloud technologies.
• Exposure to scripting and automation (e.g., PowerShell, Python, Bash).
• Understanding of web application security, threat detection, and incident response.
• Strong project management and collaboration skills.

Compensation Ranges

Compensation ranges for ASM Research positions vary depending on multiple factors; including but not limited to, location, skill set, level of education, certifications, client requirements, contract-specific affordability, government clearance and investigation level, and years of experience. The compensation displayed for this role is a general guideline based on these factors and is unique to each role. Monetary compensation is one component of ASM's overall compensation and benefits package for employees.

EEO Requirements

It is the policy of ASM that an individual's race, color, religion, sex, disability, age, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies.

All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, disability, or age. All decisions on employment are made to abide by the principle of equal employment.

Physical Requirements

The physical requirements described in "Knowledge, Skills and Abilities" above are representative of those which must be met by an employee to successfully perform the primary functions of this job. (For example, "light office duties' or "lifting up to 50 pounds" or "some travel" required.) Reasonable accommodations may be made to enable individuals with qualifying disabilities, who are otherwise qualified, to perform the primary functions.

Disclaimer

The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.