DNS Security Support Specialist (First‑Line)

ASM Research, An Accenture Federal Services Company; Bismarck (ND); On-site; USD 54,000 - 88,000; Full time

Job summary

ASM Research is seeking a ServiceNow Administrator to serve as the primary contact for end-users seeking support for the Protective DNS service. You will administer first-line support, diagnose basic configuration and connectivity issues, log and track requests, and ensure resolution within SLA guidelines.

The role applies working knowledge of network security and DNS concepts to triage issues and escalate complex cases, while monitoring tickets in ServiceNow and contributing to knowledge base

Qualifications

• 2–5 years of experience in a technical support, system administration, or similar service desk role.
• Hands-on experience administering and configuring customer networks.
• Strong working knowledge of network security technologies and concepts.
• Familiarity with DNS protocols, web filtering, and cloud-based security services.
• Strong technical documentation skills, with the ability to accurately track issues through resolution.
• Experience using ticketing and/or remote support/administration tools.
• Clear, effective communication skills for coordinating with end-users and technical teams.

Responsibilities

• Administer first-line technical support for customers and end-users of the Protective DNS security service.
• Log, categorize, and track incoming support requests received via phone, email, and ServiceNow.
• Perform initial troubleshooting and diagnostics on issues related to Protective DNS configuration, connectivity, and functionality.
• Escalate complex or unresolved technical issues to higher-level support staff as needed.
• Actively monitor and manage assigned tickets in ServiceNow, ensuring updates are tracked and SLAs are met.
• Review and apply technical documentation on Protective DNS features, capabilities, and troubleshooting procedures; contribute to a knowledgebase to streamline future ticket resolution.
• Monitor Protective DNS system health and alerts via ticket intake, coordinating with operations teams as necessary in the event of a service disruption.
• Contribute to the continuous improvement of support processes, technical documentation, and administrative procedures.

Skills

Technical support

DNS concepts

Network security

Cloud-based security

Documentation

Ticketing systems

Communication

Remote support tools

Problem triage

Education

CompTIA Network+

Security+

ITIL Certification

Tools

ServiceNow

Job description

ASM Research is seeking a ServiceNow Administrator to serve as the primary contact for end-users seeking support for the Protective DNS service. You will administer first-line support, diagnose basic configuration and connectivity issues, log and track requests, and ensure resolution within SLA guidelines.

The role applies working knowledge of network security and DNS concepts to triage issues and escalate complex cases, while monitoring tickets in ServiceNow and contributing to knowledge base