Remote Tier 2/3 IT Support Specialist

Ardent; Washington (District of Columbia); On-site; USD 70,000 - 110,000; Full time

Job summary

Ardent is seeking a Tier 2/3 Support Specialist to deliver advanced technical support across enterprise applications, infrastructure, networks, integrations, and hybrid environments. This is a remote position with responsibilities spanning incident management, root-cause analysis, and procedural documentation.

The role requires hands-on experience with ServiceNow, formal ITSM processes, and strong communication skills.

Qualifications

• Bachelor’s degree or equivalent in IT/CS or related field.
• Minimum 3 years of Tier 2/3 technical support experience.
• Experience diagnosing and resolving technical issues across applications, infrastructure, networks, and integrations.
• Familiarity with ITSM processes including incident, change, problem management, and service requests.
• Hands-on experience using ServiceNow or similar ITSM platform to document and track tickets.

Responsibilities

• Provide Tier 2/3 support for incidents and service requests through ITSM processes with priority-based response and resolution.
• Diagnose issues across applications, infrastructure, networks, and integrations; coordinate escalation when needed.
• Maintain accurate ServiceNow ticket records from intake to closure with detailed troubleshooting steps and evidence.
• Communicate status to users and stakeholders; update knowledge articles and SOPs as needed.
• Identify recurring incidents, contribute to root-cause analysis and trend analysis for continuous improvement.
• Support deployments, changes, testing, and rollback activities while following change-control procedures.
• Prepare monthly operational-support documentation and reporting on SLA metrics, MTTA/MTTR, and trends.

Skills

IT Support

ServiceNow

Incident Management

Root Cause Analysis

Documentation

Customer Service

Education

Bachelor’s degree in IT/CS or related field

Tools

ServiceNow

Job description

Ardent is seeking a Tier 2/3 Support Specialist to deliver advanced technical support across enterprise applications, infrastructure, networks, integrations, and hybrid environments. This is a remote position with responsibilities spanning incident management, root-cause analysis, and procedural documentation.

The role requires hands-on experience with ServiceNow, formal ITSM processes, and strong communication skills.