Senior IT Support & Protective DNS Specialist

ASM Research, An Accenture Federal Services Company; Madison (WI); On-site; USD 90,000 - 104,000; Full time

Job summary

ASM Research, An Accenture Federal Services Company, is seeking Tier 2 Service Desk agents to provide advanced technical support for Protective DNS. You will diagnose complex issues, escalate appropriately, and collaborate with network, security, and cloud operations to resolve incidents within SLA guidelines.

You'll mentor Tier 1 staff, document procedures, and help onboarding of new agencies while contributing to process improvements and knowledge base articles.

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.
• Candidates must be US citizens (no dual citizenship) and be able to pass a federal background investigation.

Responsibilities

• 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.

Skills

DNS protocols

Strong communication

Analytical problem-solving

Customer-focused

Network knowledge

Education

Bachelor's Degree in Information Technology, Computer Science or related field

Tools

PowerShell

Python

Bash

AWS

Azure

GCP

ITIL

Job description

ASM Research, An Accenture Federal Services Company, is seeking Tier 2 Service Desk agents to provide advanced technical support for Protective DNS. You will diagnose complex issues, escalate appropriately, and collaborate with network, security, and cloud operations to resolve incidents within SLA guidelines.

You'll mentor Tier 1 staff, document procedures, and help onboarding of new agencies while contributing to process improvements and knowledge base articles.