ASM Research

Design and maintain secure enterprise network infrastructure implementing Zero Trust principles. | At least four years of network engineering experience, bachelor's degree, and ability to obtain Public Trust clearance. | The Senior Network Engineer designs, implements, and sustains secure enterprise network infrastructure supporting highly available identity, authentication, authorization, and directory-replication services across distributed data centers and cloud environments. The role maintains reliable routing, switching, firewall, load-balancing, and application-delivery capabilities for a large, mission-critical user population. This engineer applies Zero Trust-aligned network principles through segmentation, least-privilege traffic policies, secure administrative access, and continuous monitoring. The position works closely with directory engineering, security, and infrastructure teams to resolve complex connectivity and performance issues, strengthen resiliency, and protect critical identity-service communications.   Key Responsibilities * Design and implement resilient Layer 2 and Layer 3 network architectures, including IP addressing, VLANs, routing domains, dynamic routing protocols, route filtering, redundancy, and WAN/data-center connectivity. * Configure, maintain, and troubleshoot enterprise routers, switches, next-generation firewalls, load balancers, and application delivery controllers that support critical authentication, directory-service, and user-access traffic flows. * Analyze network dependencies supporting directory sites, replication paths, DNS, Kerberos, LDAP/LDAPS, Global Catalog access, and authentication workflows to isolate latency, packet loss, asymmetric routing, MTU, firewall-policy, and name-resolution issues. * Implement Zero Trust-aligned network controls, including network segmentation, least-privilege access policies, identity-aware access patterns, secure management planes, and controlled east-west traffic flows. * Develop and maintain firewall rules, security zones, access-control lists, intrusion detection and prevention integrations, and logging requirements that protect sensitive identity infrastructure without interrupting authorized service communications. * Establish network performance, availability, and capacity monitoring for critical paths using telemetry, flow data, packet analysis, SNMP, syslog, and alert thresholds; translate findings into remediation and scaling actions. * Engineer high-availability and disaster-recovery connectivity through redundant paths, device failover designs, routing-convergence testing, recovery validation, and documented operational procedures. * Develop repeatable network provisioning, configuration validation, compliance checks, and operational reporting through infrastructure-as-code practices, APIs, templates, source control, and configuration-management tooling. * Produce network diagrams, technical standards, implementation plans, change records, and troubleshooting runbooks; provide technical mentorship to junior engineers on secure network design and structured fault isolation.   Required Qualifications * Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent relevant experience. * At least four years of professional experience in network engineering and design, including progressively responsible experience supporting enterprise-scale, highly available network infrastructure. * Strong hands-on experience designing, configuring, and troubleshooting enterprise routing and switching environments, including Layer 2 and Layer 3 networking concepts, VLANs, routing protocols, route filtering, and network redundancy. * Experience configuring and supporting network security technologies, including next-generation firewalls, access-control lists, network segmentation, intrusion detection/prevention capabilities, and secure administrative-access controls. * Experience troubleshooting complex network connectivity and performance issues using packet analysis, telemetry, flow data, SNMP, syslog, and network-monitoring tools. * Working knowledge of load balancers and application delivery controllers supporting highly available application and identity-service traffic flows. * Ability to obtain and maintain a Public Trust background investigation; U.S. citizenship is required.   Preferred Qualifications * Cisco CCNP Enterprise, CCNP Security, or a comparable advanced network certification. * Experience supporting identity-related network services, including Active Directory sites and replication, DNS, Kerberos, LDAP/LDAPS, Global Catalog access, and authentication workflows. * Hands-on experience with cloud networking, including virtual networks, routing, private connectivity, security groups, cloud firewalls, load balancing, and hybrid connectivity. * Experience automating network operations using Ansible, Terraform, Python, REST APIs, Git-based configuration workflows, or comparable infrastructure-as-code tooling. Qualifications 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.   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.

Plan, implement, and maintain network infrastructure supporting secure enterprise identity and directory services. | Bachelor's degree and 3+ years of network engineering experience with proficiency in TCP/IP, DNS, LDAP, and Kerberos. | The Computer Network Support Specialist – Journeyman plans, implements, and maintains network infrastructure that enables reliable, secure enterprise identity and directory services within a regulated federal IT environment. The role configures and supports routers, switches, firewalls, and access control lists to sustain connectivity for authentication, authorization, and directory replication traffic across distributed network segments. Working in close coordination with directory services engineers, the specialist diagnoses network conditions that affect Active Directory replication, LDAP queries, DNS resolution, and Kerberos authentication. This position monitors network performance, supports capacity planning, maintains network documentation, and participates in maintenance, security, and compliance activities for an enterprise environment supporting more than 600,000 users.   Key Responsibilities * Configure, administer, and maintain enterprise routers, switches, network segments, and associated infrastructure supporting identity and directory services. * Implement and manage firewall rules, access control lists, and network security controls that protect directory services traffic while maintaining required availability and performance. * Troubleshoot network connectivity issues that affect Active Directory replication, LDAP queries, DNS resolution, and Kerberos-based authentication across distributed sites. * Monitor network performance, availability, integrity, and security; investigate alerts and perform restoration or recovery actions for intermediate network issues. * Partner with directory services engineers to identify root causes of authentication failures, replication delays, intermittent connectivity issues, and related service degradation. * Support network capacity planning activities by evaluating peak authentication loads, directory replication demand, and infrastructure growth requirements. * Develop and maintain current network topology diagrams, VLAN structures, configuration records, and security-zone documentation to support operational continuity and compliance audits. * Participate in scheduled maintenance windows, change-management activities, network security assessments, testing, and compliance validation efforts.   Required Qualifications * Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent relevant experience. * At least 3 years of hands-on experience in network administration or network engineering; 2–5 years of network administration experience is required to meet the standard job-title minimum. * Hands-on experience configuring and supporting enterprise routers, switches, LANs, WANs, network segments, and related infrastructure hardware and software. * Working knowledge of TCP/IP, DNS, LDAP, and Kerberos protocols, including the impact that network misconfigurations can have on directory replication and authentication services. * Experience administering firewalls, access control lists, and network security controls in an enterprise environment. * Demonstrated ability to troubleshoot network connectivity, performance, and authentication-related issues using sound diagnostic, analytical, and problem-solving practices. * U.S. citizenship and the ability to obtain and maintain a Public Trust background investigation.   Preferred Qualifications * CompTIA Network+ and/or Cisco Certified Network Associate certification; CCNA or a higher-level enterprise networking certification is preferred. * Experience supporting Microsoft Active Directory network environments, including network dependencies for directory replication, authentication, authorization, and DNS. * Experience supporting network security, compliance validation, or security assessments in a federal or other highly regulated environment. * Familiarity with network monitoring, alerting, high-availability design, capacity-management practices, and technical network documentation. Qualifications 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.   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.

Provide first-level technical support for Protective DNS issues, manage tickets, and escalate complex problems. | High school diploma with 1-3 years technical support experience and knowledge of network security and DNS protocols. | 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. * Provide first-line support for customers and end-users of the Protective DNS security service. * Respond to incoming support requests via phone, email and ServiceNow messages. * Troubleshoot and resolve common issues related to Protective DNS configuration, connectivity, and functionality. * Escalate complex or unresolved issues to higher-level support staff as needed.   * Actively monitor for updates to new and preexisting tickets assigned to the agent in ServiceNow. * Assist in regularly reviewing and utilizing technical documentation for Protective DNS features, capabilities, and troubleshooting procedures in order to build and maintain a comprehensive knowledgebase for use in streamlining future ticket resolution.   * Monitor Protective DNS system health and alerts via ticket intake, and coordinate with operations teams as necessary in the event of a service disruption.   * Contribute to the continuous improvement of support processes and documentation. 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.   Qualifications 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.   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.

Manage communications to verify insurance data, analyze cases, provide guidance, and escalate issues. | Bachelor's degree or 4 years experience, customer service and data analysis background, US citizenship, MS Office proficiency. | The ER&R Support Analyst will be a member of the fully remote team, responsible for inbound and outbound communications with issuers related to verification of Marketplace insurance data.  The ER&R Support Analyst will need to process requests from stakeholders, determine the needed information, and articulate a response through both phone and email communications. Support Analysts will respond to inbound calls and emails and complete outreach as necessary. The Support Analyst must maintain a high level of accuracy, attention to detail, and professionalism in all communications with internal team members and issuers. Organization and prioritization skills are extremely important in this position. The Support Analyst must be able to identify situations that require escalation. Most of a Support Analyst’s work consists of customer service, email communication, phone communication, and working within spreadsheets and a CRM application.   Key Responsibilities: * Analyze incoming cases to determine and relay applicable guidance to issuers * Provide exemplary customer service through phone and email * Answer inbound phone calls * Validate issuer requests and articulate any deficiencies back to the issuer to ensure all necessary information is gathered * Understand and follow escalation criteria to forward issues where the requests are not resolved promptly * Build and maintain positive working relationships with issuer points of contact * Manage and prioritize high caseloads during surge periods * Collaborate with Support Center colleagues and leadership to develop and improve processes * Assist with special projects as needed   Required minimum qualifications: * Bachelor’s Degree or equivalent OR 4 years’ relevant experience in lieu of degree. * Experience in customer service. * Experience analyzing data or working on a helpdesk. * Must be a US Citizen  Candidates that do not meet the required qualifications will not be considered.   Preferred qualifications:   * Proficient in the use of MS Office including Word, Excel, PowerPoint, and Outlook * Prior experience in scheduling and facilitating meetings * Able to perform in a fast-paced, deadline-driven environment * Good written and oral communication skills * Able to work some evenings or overtime as required   Qualifications 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.   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.

Provide routine customer support via multiple channels and handle back-office service functions including transaction processing and issue research. | Requires high school diploma or GED with 0 to 2 years customer service experience and strong communication skills. | The Customer Service Specialist I provides routine customer support across inbound calls, outbound calls, email, web chat, and back-office service functions. This role supports customer satisfaction and service level agreement adherence by completing daily operational tasks, assisting with transaction processing, researching customer issues, documenting interactions, and helping resolve processing errors in accordance with established program guidelines.   Key Responsibilities * Provide routine inbound call, outbound call, email, and web chat support to customers while delivering courteous, accurate, and timely service. * Perform back-office support activities to assist Customer Service operations and program requirements. * Support customers in submitting and processing origination and disbursement transactions, or create and submit transactions on behalf of the customer when required. * Assist customers with award origination and disbursement processing and help identify and resolve related processing issues. * Conduct customer outreach to support resolution of batch edits, processing errors, missing documents, missing signature pages, and data correction issues. * Provide monitoring support and follow-up for batch processing issues, edit code rejects, and requested issue resolution activities. * Log new cases and update existing cases to document each customer interaction conducted by phone, email, or web chat in the web-based agent desktop application. * Perform the required manual process to link each phone communication to the appropriate open case. * Perform manual linking and unlinking of award records and promissory notes or agreements to serve notes. * Analyze COD borrower data integrity issues identified by the customer and support issue resolution activities. * Research and confirm COD processing status for items such as promissory notes, batch status, entrance counseling, exit counseling, borrower information, grant recipient information, and borrower-servicer data. * Execute all support services in compliance with customer processing requirements, published program guidelines, quality expectations, and service level agreements. Required Qualifications * High school diploma or GED. * 0 to 2 years of call center experience. * 0 to 2 years of customer service, public relations, or related support experience. * Ability to obtain and maintain a security clearance. * Ability to adapt and perform successfully during periods of high call volume. * Ability to provide effective customer service and interact tactfully and courteously with the public. * Strong written and verbal communication skills. * Strong listening skills with the ability to interpret and clarify customer-provided information. * Strong commitment to providing quality service and resolving customer concerns. * Ability to build and maintain positive working relationships and rapport with customers. * Strong attention to detail and accuracy. * Ability to work effectively under pressure. * Ability to convey enthusiasm, energy, and sincerity over the phone. Preferred Qualifications * Experience supporting customers in a call center, contact center, help desk, or service operations environment. * Familiarity with case logging, case updates, and web-based customer service applications. * Experience supporting transaction processing, issue follow-up, or customer outreach activities. * Exposure to batch processing support, data correction activities, or status research in a structured program environment. * Experience working in an SLA-driven customer support setting. * Associate degree or additional training in customer service, communications, business support, or a related field. Job Specific Skills * Customer service support * Call center operations * Case logging and documentation * Transaction processing support * Batch processing issue follow-up * Customer outreach * Data integrity review * Status research and issue resolution * SLA adherence * Written and verbal communication Qualifications 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.   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.