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.