ServiceNow & DNS Support Specialist

ASM Research, An Accenture Federal Services Company

Augusta (ME)

On-site

USD 54,000 - 88,000

Full time

4 days ago

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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 and track requests, and ensure resolution within SLAs.

The role requires 2–5 years of relevant experience, strong DNS and network security knowledge, and proficiency with ServiceNow and documentation.

Qualifications

2–5 years in technical support or service desk.
Hands-on experience administering customer networks.
Strong knowledge of network security concepts.
Familiarity with DNS, web filtering, and cloud security services.
Experience using ticketing systems and remote support tools.
Excellent documentation and communication skills.

Responsibilities

Administer first-line technical support for Protective DNS customers and end-users.
Log and track support requests via phone, email, and ServiceNow.
Troubleshoot DNS configuration, connectivity, and functionality issues.
Escalate complex issues to higher-level support staff.
Monitor and manage tickets in ServiceNow, ensuring SLA adherence.
Review docs and contribute to a knowledgebase for DNS troubleshooting.
Monitor DNS health and alerts, coordinating with operations when needed.
Contribute to process and documentation improvements.