ServiceNow DNS Administrator - IT Support Specialist

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

Job summary

ASM Research, An Accenture Federal Services Company, seeks a ServiceNow Administrator to provide first-line technical support for the Protective DNS service. You will diagnose basic configuration and connectivity issues, log requests, and work to resolve them within SLA timelines.

You will apply DNS and security knowledge to triage issues, escalate complex cases, and monitor tickets in ServiceNow. This on-site role emphasizes reliability and continuous improvement of support processes.

Qualifications

• 2–5 years in technical support or service desk.
• 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 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.

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

Network administration

DNS protocols

Documentation skills

Ticketing tools

Communication skills

Cloud security

ITIL familiarity

Tools

ServiceNow

Job description

ASM Research, An Accenture Federal Services Company, seeks a ServiceNow Administrator to provide first-line technical support for the Protective DNS service. You will diagnose basic configuration and connectivity issues, log requests, and work to resolve them within SLA timelines.

You will apply DNS and security knowledge to triage issues, escalate complex cases, and monitor tickets in ServiceNow. This on-site role emphasizes reliability and continuous improvement of support processes.