[Hiring] IT Admin - Service Desk @ASM Research

Role Description

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

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.

Requirements

• 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. 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.