IT Service Desk Administrator

This position is listed on behalf of a partner company, which manages all applications and next steps. Our partner is looking for an IT Service Desk Administrator (Tier 2) based in the United States.

As an IT Service Desk Administrator, you will provide advanced technical support for a cloud-based protective DNS security service supporting federal agencies. You will act as a key escalation point for complex incidents and service requests that cannot be resolved by Tier 1 support teams. Working closely with network, cybersecurity, and cloud operations specialists, you will investigate technical issues, identify root causes, and ensure timely resolution in accordance with established service-level agreements (SLAs). You will also contribute to service optimization, technical documentation, and the continuous improvement of support processes. In addition, you will help onboard new agencies, support access management activities, and share technical expertise with colleagues. This fully remote opportunity is ideal for a customer-focused IT professional with strong networking and cybersecurity expertise.

Provide advanced Tier 2 technical support for complex issues involving the protective DNS security service and related security technologies. Analyze, investigate, and resolve incidents and service requests escalated by Tier 1 support agents, ensuring accurate documentation and timely resolution within established SLAs. Troubleshoot connectivity, configuration, performance, and integration issues affecting the protective DNS service and customer environments. Identify underlying technical problems through network diagnostics, log analysis, and root-cause investigations. Collaborate with network engineering, cybersecurity, and cloud operations teams to resolve complex incidents and improve service reliability. Escalate critical, high-priority, or unresolved technical issues to Tier 3 specialists and leadership when necessary. Work with Service Desk leadership to develop, maintain, and improve troubleshooting procedures, technical documentation, and knowledge base articles. Provide technical guidance, mentoring, and training to Tier 1 support staff on protective DNS operations, troubleshooting techniques, and service best practices. Process user requests involving account validation, permission updates, and access management. Analyze service usage data, operational metrics, and support trends to identify opportunities for service optimization and improved customer experience. Act as a technical subject matter expert for the protective DNS security service and associated security solutions. Support the technical onboarding of new federal agencies, including backend configuration and integration activities as part of the overall onboarding process. Engage with third-party vendors when required to investigate and resolve technical issues. Contribute to continuous improvement initiatives focused on service quality, operational efficiency, customer satisfaction, and support documentation.

Requirements:

Bachelor's degree in Information Technology, Computer Science, Network Engineering, or a related field, or equivalent relevant professional experience. At least 5 years of professional experience in technical support, network engineering, cybersecurity, or a related IT operations role. Strong understanding of DNS protocols, web filtering technologies, and cloud-based security solutions. Hands-on experience working with customer network environments, configurations, and connectivity requirements. Solid knowledge of network architecture, routing protocols, network security principles, and infrastructure troubleshooting. Demonstrated ability to diagnose and resolve complex network, connectivity, configuration, and security-related issues. Experience with network monitoring tools, log analysis, and technical troubleshooting methodologies. Familiarity with IT Service Management (ITSM) frameworks and processes, particularly ITIL principles, incident management, problem management, and service request handling. Understanding of cloud platforms such as AWS, Microsoft Azure, or Google Cloud Platform (GCP), along with familiarity with DevOps practices. Strong analytical and problem-solving skills, with the ability to identify root causes and implement effective technical solutions. Excellent written and verbal communication skills, including the ability to explain technical issues clearly to internal teams, customers, and federal stakeholders. Strong documentation skills and the ability to maintain accurate incident records, troubleshooting guides, and technical knowledge resources. Customer-oriented mindset, with the ability to manage competing priorities and deliver effective support in a fast-paced environment. Must be a U.S. citizen with no dual citizenship. Must be able to successfully pass a federal background investigation to obtain access to sensitive information.

Preferred qualifications:

Previous experience supporting cloud-based security solutions, particularly protective DNS services or similar cybersecurity platforms. Industry-recognized certifications in network administration, cybersecurity, or cloud technologies. Practical experience with scripting and automation tools or languages such as PowerShell, Python, or Bash. Understanding of web application security, threat detection, cybersecurity monitoring, and incident response processes. Strong project coordination, collaboration, and stakeholder management skills. Experience supporting federal agencies or working within government IT environments.

Benefits:

Competitive annual salary ranging from $90,000 to $104,000, depending on experience and qualifications. Fully remote working arrangement, allowing you to work from anywhere in the United States. Full-time employment opportunity supporting federal cybersecurity and network protection initiatives. Opportunity to work with cloud-based security technologies and protective DNS infrastructure. Exposure to complex networking, cybersecurity operations, and federal IT environments. Opportunities to expand technical expertise in DNS security, cloud platforms, network administration, and incident management. Collaborative working environment involving cybersecurity, network engineering, and cloud operations specialists. Opportunities to contribute to service improvement, technical innovation, and customer-focused security solutions.

We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.

We appreciate your interest and wish you the best!

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