Tier 2/3 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 aTier 2/3 Support Specialistto join our team.

This is aremote position.

Position Description:

Ardent is seeking aTier 2/3 Support Specialist to provide advanced technical support across enterprise applications, infrastructure, networks, integrations, and hybrid environments. The specialist will troubleshoot and resolve complex incidents and service requests, maintain accurate ITSM documentation, support approved system changes, and contribute to root-cause analysis, service improvement, and operational reporting.

Responsibilities and Duties:

• Provide Tier 2/3 support for incidents and service requests assigned through the Government-approved ITSM process, including priority-based response, acknowledgment, investigation, restoration, escalation, and closure within applicable service levels.
• Diagnose application, infrastructure, network, access, integration, configuration, geospatial, mainframe-interface, and performance issues; restore service when authorized or coordinate timely escalation to the responsible technical owner.
• Maintain complete and accurate Government ServiceNow ticket records from intake through closure, including categorization, priority, timestamps, troubleshooting steps, communications, evidence, dependencies, resolution, and closure validation.
• Communicate status to users, service owners, and Team EZD leads through approved channels; validate resolution; and develop or update knowledge articles, standard operating procedures, and reusable troubleshooting guidance.
• Identify recurring incidents and service-request patterns; contribute to root-cause analysis, problem management, trend analysis, corrective actions, and opportunities for automated detection or resolution.
• Support approved deployments, configuration changes, maintenance, patching, testing, and rollback activities while maintaining separation of duties and following Government change-control procedures.
• Prepare complete, traceable operational-support documentation and monthly reporting inputs, including ticket volumes, MTTA, MTTR, first-contact and resolution rates, SLA performance, recurring issues, escalation trends, root causes, and corrective-action status.

Requirements:

• Bachelor’s degree in Information Technology, Computer Science, Information Systems, or a related technical field, or an equivalent combination of education, training, certifications, and relevant professional experience.
• Minimum of 3 years of relevant professional experience providing Tier 2/3 technical support, application support, infrastructure support, systems support, or a closely related function.
• Experience diagnosing and resolving technical issues involving applications, infrastructure, networks, user access, integrations, configurations, and system performance.
• Experience working within formal IT service management processes, including incident management, service requests, escalation, problem management, and change management.
• Hands-on experience using ServiceNow or a comparable enterprise ITSM/ticketing platform to document, track, escal…
• Working knowledge of enterprise infrastructure, networking, authentication/access, cloud or hybrid environments, and application integrations.
• Experience supporting production deployments, configuration changes, patching, maintenance, testing, and rollback activities.
• Ability to perform technical troubleshooting, root-cause analysis, trend analysis, and recurring-issue identification.
• Experience developing and maintaining technical documentation, knowledge articles, standard operating procedures, and troubleshooting guidance.
• Familiarity with operational support metrics and SLAs, including MTTA, MTTR, ticket resolution rates, escalation trends, and service-level performance.
• Strong analytical, troubleshooting, communication, documentation, and customer-service skills, with the ability to coordinate effectively with users and technical teams.

Due to the nature of the work we support, all candidates in consideration for this role must be willing to undergo the government issued background investigation process. We highly encourage all Veterans and those with disabilities to apply.

Ardent is an equal opportunity employer. We will not discriminate in employment, recruitment, advertisements for employment, compensation, termination, upgrading, promotions, and other conditions of employment against any employee or job applicant on the bases of race, color, gender, national origin, age, religion, creed, disability, veteran's status, sexual orientation, gender identity, gender expression, or any other basis protected by state, local, or federal law.