Tier 2/3 Support Specialist

🔥 13 hours ago

🇺🇸 United States – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

Apply Now

Find Similar Remote Jobs

Set Up Email Alert For New Jobs

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume

Ardent

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2008

💼 Consulting

🎖️ Defense

📦 Logistics

Consulting • Defense • Logistics

Ardent is a premier technology firm serving the public sector, focused on delivering mission-critical solutions. They specialize in data science and analytics, digital transformation, and location intelligence, helping organizations to make better decisions, modernize their systems, and decode spatial data. Ardent is committed to defending against man-made and natural threats, providing effective solutions such as cloud applications, cybersecurity, and spatial data science. They work closely with federal agencies, including the Department of Homeland Security, to ensure national safety. Their solutions are tailored to thrive in complex environments, proven in case studies, and delivered with the speed and precision required by their clients' missions.

📋 Description

• Provide Tier 2/3 support for incidents and service requests through the Government-approved ITSM process • Diagnose and resolve application, infrastructure, network, access, integration, configuration, geospatial, mainframe-interface, and performance issues • Restore service when authorized or coordinate escalation to responsible technical owners • Maintain accurate Government ServiceNow ticket records from intake through closure • Communicate status to users, service owners, and Team EZD leads • Validate resolutions and develop or update knowledge articles, standard operating procedures, and troubleshooting guidance • Identify recurring incidents and contribute to root-cause analysis, problem management, trend analysis, corrective actions, and automation opportunities • Support approved deployments, configuration changes, maintenance, patching, testing, and rollback activities • Prepare operational-support documentation and monthly reporting inputs covering ticket volumes, MTTA, MTTR, 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 • 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 • Willingness to undergo the government-issued background investigation process

🏖️ Benefits

• Equal opportunity employer • Veterans and individuals with disabilities are encouraged to apply