Tier 1 Service Desk Agent

ASM Research, An Accenture Federal Services Company; Santa Fe (NM); On-site; USD 29,000 - 33,000; Full time

Job summary

ASM Research, an Accenture Federal Services Company, is seeking Tier I Service Desk Agents to be the first contact for customers seeking technical support and information about Protective DNS. You will log, track, and resolve basic issues within SLA guidelines while delivering exceptional customer service.

Requirements include a HS Diploma and 1–3 years in a technical support or service desk role, with knowledge of DNS, network security, and cloud-based security.

Qualifications

• HS Diploma required; 1–3 years in technical support or service desk.
• Strong knowledge of network security, DNS, web filtering, and cloud security.
• Excellent communication and documentation of support interactions.
• Experience using ticketing/remote support tools.
• Willingness to learn and adapt to changing priorities.
• Preferred: ITIL familiarity and ServiceNow experience.

Responsibilities

• Serve as initial contact for technical support and information.
• Address basic issues and service requests with strong customer service.
• Log, track, and resolve issues within SLA guidelines.

Skills

Network security

DNS concepts

Web filtering

Cloud security

Communication

Documentation

Ticketing tools

Remote support

Adaptability

Continuous learning

Education

HS Diploma

Tools

ServiceNow

Job description

Tier I Service Desk Agents serve as the initial point of contact for customers seeking technical support or information pertaining to Protective DNS via the Service Desk. This role focuses on delivering exceptional customer service by addressing basic technical issues and service requests and ensuring any assigned issues are properly logged, tracked, and resolved efficiently within SLA guidelines.

Minimum Qualifications

• HS Diploma
• 1-3 years of experience in a technical support or similar service desk role.

Other Job Specific Skills

• Strong working knowledge of network security technologies and concepts.
• Familiarity with concepts regarding DNS protocols, web filtering, and cloud-based security services.
• Excellent communication and customer service skills.
• Ability to effectively document support interactions and track issues to resolution.
• Experience using ticketing and/or remote support tools.
• Willingness to learn new technologies and expand technical expertise.
• Flexible and adaptable to changing priorities and requirements.

Preferred Qualifications

• Prior experience supporting similar cloud-based security solutions.
• Certifications in applicable network administration, security, or technical support categories.
• Familiarity with IT service management frameworks (e.g., ITIL) as well as ticketing systems such as ServiceNow.

Compensation Ranges

Compensation ranges for ASM Research positions vary depending on multiple factors; including but not limited to, location, skill set, level of education, certifications, client requirements, contract-specific affordability, government clearance and investigation level, and years of experience. The compensation displayed for this role is a general guideline based on these factors and is unique to each role. Monetary compensation is one component of ASM's overall compensation and benefits package for employees.

$21.15 - $24.04

EEO Requirements

It is the policy of ASM that an individual's race, color, religion, sex, disability, age, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies.

All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, disability, or age. All decisions on employment are made to abide by the principle of equal employment.

Physical Requirements

The physical requirements described in \"Knowledge, Skills and Abilities\" above are representative of those which must be met by an employee to successfully perform the primary functions of this job. (For example, \"light office duties' or \"lifting up to 50 pounds\" or \"some travel\" required.) Reasonable accommodations may be made to enable individuals with qualifying disabilities, who are otherwise qualified, to perform the primary functions.

Disclaimer

The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.

EEO Requirements

It is the policy of ASM that an individual's race, color, religion, sex, disability, age, gender identity, veteran status, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies.

All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, veteran status, disability, gender identity, or age. All decisions on employment are made to abide by the principle of equal employment.