ServiceNow Administrator: DNS Security & Support

Dunhill Professional Search & Government Solutions

United States

On-site

USD 54,000 - 88,000

Full time

2 days ago

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Job summary

Dunhill Government Solutions is seeking an IT Administrator I/ServiceNow Administrator to provide first-line support for the Protective DNS security service. You will diagnose configuration and connectivity issues, log and triage requests, and ensure timely resolution within SLA guidelines.

Responsibilities include ticketing in ServiceNow, basic troubleshooting, escalation as needed, and contributing to knowledgebase updates.

Qualifications

2–5 years 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.
Willingness to learn new technologies and expand technical expertise.
Flexible and adaptable to changing priorities and requirements.
Candidates must be US citizens and able to pass a federal government background investigation.

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.