Tier 1 Service Desk Agent

Dunhill Government Solutions is hiring a Tier 1 Service Desk Agent to serve as the first point of contact for customers seeking technical support for a cloud-based protective DNS security service supporting a federal cybersecurity program. You will deliver excellent customer service, resolve basic technical issues and service requests, and make sure every assigned issue is logged, tracked and resolved within SLA. This is a full-time telework role.

Responsibilities:

• Provide first-line support for customers and end users of a protective DNS security service
• Respond to incoming support requests by phone, email and ServiceNow messages
• Troubleshoot and resolve common issues with protective DNS configuration, connectivity and functionality
• Escalate complex or unresolved issues to higher-level support staff as needed
• Actively monitor new and existing tickets assigned to you in ServiceNow
• Review and use technical documentation on service features, capabilities and troubleshooting to build and maintain a knowledge base that speeds future ticket resolution
• Monitor system health and alerts through ticket intake, and coordinate with operations teams during a service disruption
• Contribute to the continuous improvement of support processes and documentation

Required qualifications:

• High school diploma
• 1-3 years of experience in a technical support or similar service desk role
• Working knowledge of network security technologies and concepts
• Familiarity with DNS protocols, web filtering and cloud-based security services
• Excellent communication and customer service skills
• Able to document support interactions and track issues to resolution
• Experience using ticketing and/or remote support tools
• Willing to learn new technologies and expand technical expertise; flexible and adaptable to changing priorities
• Must be a US Citizen

Preferred qualifications:

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

Location: Full-time telework (US). No travel required.

Schedule: Full-time, 40 hours/week, day shift.

US Citizenship and the ability to pass a federal background investigation in order to be granted access to sensitive information.

Compensation: $21.15 - $24.04 per hour

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