IT Service Desk Administrator

Dunhill Professional Search & Government Solutions; United States; On-site; USD 90,000 - 104,000; Full time

Job summary

Dunhill Professional Search & Government Solutions is seeking an experienced Tier 2 Service Desk engineer to provide advanced support for the protective DNS security service, handling escalated tickets from Tier 1. You will work with network, security and cloud operations, document procedures, mentor Tier 1 staff, and collaborate with federal partners to ensure incidents are resolved within SLA.

US citizenship and ability to pass a background check are required.

Qualifications

• Bachelor's degree or equivalent in IT, CS or related field or relevant experience.
• 5+ years in technical support or network/security engineering.
• US Citizenship and ability to pass a federal background investigation.

Responsibilities

• Provide advanced technical support for complex issues related to the DNS security service.
• Analyze and troubleshoot escalated tickets from Tier 1 agents.
• Investigate and resolve connectivity, configuration, and performance issues.
• Collaborate with network, security, and cloud operations teams to address root causes.
• Develop and maintain troubleshooting procedures and knowledge base articles.
• Provide guidance and training to Tier 1 staff on best practices.
• Assist with account validation and permission updates.
• Analyze usage metrics to identify optimization opportunities.
• Serve as a technical subject matter expert for DNS security and related services.
• Assist agencies onboarding into the DNS service as part of the workflow.
• Contribute to continuous improvement of support processes and documentation.

Skills

DNS protocols

Web filtering

Cloud security

Network architecture

Routing concepts

Troubleshooting

Documentation

ITIL familiarity

Network monitoring

Log analysis

Automation tools

Cloud platforms

DevOps practices

Scripting basics

Education

Bachelor's degree or equivalent

Tools

PowerShell

Python

Bash

Job description

Tier 2 Service Desk agents are responsible for providing technical support to the users of the protective DNS (domain name system) security service 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 elevate to Tier 3 and leadership to resolve complex or high-priority issues as necessary.

Responsibilities:

• Provide advanced technical support for complex technical issues related to the protective DNS (domain name system) security service.
• Analyze and troubleshoot escalated support tickets from Tier 1 agents.
• Investigate and resolve connectivity, configuration, and performance issues with the protective DNS (domain name system) security service.
• 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 the protective DNS (domain name system) security service 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 the protective DNS (domain name system) security service and related security services.
• Assist new incoming agencies with backend onboarding into the protective DNS (domain name system) security service as part of the overall onboarding workflow.
• Contribute to the continuous improvement of support processes and documentation where needed.

Requirements:

• 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.
• US Citizenship and the ability to pass a federal background investigation in order to be granted access to sensitive information.

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 teams and 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:

• 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:

$90,000 - $104,000 per year