SNOW Administrator

Dunhill Professional Search & Government Solutions; United States; On-site; USD 54,000 - 88,000; Full time

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.

Skills

Technical support

System administration

Network security

DNS concepts

Documentation

Ticketing tools

Communication

US citizenship

Tools

ServiceNow

Remote support tools

Job description

The ServiceNow Administrator serves asa point of contact for end-users seeking technical support related to the Protective DNS security service. This roleis responsible foradministering andmaintainingfirst-line technical support functions — diagnosing basic configuration and connectivity issues,logging,and tracking service requests, and ensuring resolution within SLA guidelines. The IT Administrator I applies working technical knowledge of network security and DNS concepts to triage issues accurately, escalating complex cases as needed. This role is critical tomaintainingsystem reliability and service continuity for the Protective DNS platform.

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.
• Activelymonitorand 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 necessaryin the event ofa service disruption.
• Contribute to the continuous improvement of support processes, technical documentation, and administrative procedures.

Required Skills and Experience

• 2-5 years of experience 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 learnnew technologiesand expand technicalexpertise.
• Flexible and adaptable to changing priorities and requirements.
• Candidates must be US citizens and able to pass a federal government background investigation. No dual citizens can be accepted for this position due to agency requirements.

Preferred Qualifications

• Prior experience administering or supporting similar cloud-based security solutions.
• Certifications in network administration, security, or technical support (e.g., CompTIA Network+, Security+).
• Familiarity with IT service management frameworks (e.g., ITIL) and ticketing systems such as ServiceNow.

Compensation

$54,000 - $88,000 per year, depending on experience.

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