Tier 2/3 Support Specialist New

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 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.