Remote Tier 2/3 IT Support Specialist

Ardent Management Consulting, Inc.; Northern (KY); Hybrid; USD 70,000 - 100,000; Full time

Benefits offered by this job

Remote work

Job summary

Ardent Management Consulting, Inc. is seeking a Tier 2/3 Support Specialist to provide advanced technical support across enterprise applications, infrastructure, networks, integrations, and hybrid environments. This is a remote position.

The specialist will troubleshoot complex incidents, maintain ITSM documentation in ServiceNow, support approved system changes, and contribute to root-cause analysis, service improvement, and operational reporting.

Qualifications

• Bachelor’s degree or equivalent in IT/CS/IS or related field.
• Minimum of 3 years of experience providing Tier 2/3 technical support.
• Experience with IT service management processes (incident, service requests, change).
• Hands-on experience using ServiceNow or similar ITSM platform.
• Familiarity with enterprise infrastructure, networks, cloud or hybrid environments.
• Ability to perform root-cause analysis and document findings clearly.

Responsibilities

• Provide Tier 2/3 support for incidents and service requests per ITSM process.
• Diagnose issues across applications, infrastructure, networks, and integrations; escalate as needed.
• Maintain complete ServiceNow records from intake to closure with all details.
• Communicate status to users and leads; develop knowledge articles and SOPs.
• Identify recurring issues and contribute to root-cause analysis and improvements.
• Support deployments, changes, maintenance, testing, and rollback per change control.
• Prepare monthly reporting inputs: ticket volumes, MTTA/MTTR, SLA performance.
• Create and maintain technical documentation and troubleshooting guides.

Skills

Technical Support

ServiceNow

ITSM

Incident Management

Documentation

Root Cause Analysis

Hybrid Environments

Communication

Education

Bachelor's degree

Tools

ServiceNow

Job description

Ardent Management Consulting, Inc. is seeking a Tier 2/3 Support Specialist to provide advanced technical support across enterprise applications, infrastructure, networks, integrations, and hybrid environments. This is a remote position.

The specialist will troubleshoot complex incidents, maintain ITSM documentation in ServiceNow, support approved system changes, and contribute to root-cause analysis, service improvement, and operational reporting.