Tier 2/3 Support Specialist

<p>Ardent is seeking a Tier 2/3 Support Specialist to join our team. </p> <p>This is a remote position.</p> <p><strong><u>Position Description:</u></strong></p> <p>Ardent is seeking a Tier 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.</p> <p><strong><span style="text-decoration: underline;">Responsibilities and Duties:</span></strong></p> <ul> <li>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.</li> <li>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.</li> <li>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.</li> <li>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.</li> <li>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.</li> <li>Support approved deployments, configuration changes, maintenance, patching, testing, and rollback activities while maintaining separation of duties and following Government change-control procedures.</li> <li>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.</li> </ul> <p><span style="text-decoration: underline;"><strong>Requirements: </strong></span></p> <ul data-start="233" data-end="1800"> <li data-section-id="pzo5tt" data-start="233" data-end="424">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.</li> <li data-section-id="pzo5tt" data-start="233" data-end="424">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.</li> <li data-section-id="1sekze0" data-start="425" data-end="596">Experience diagnosing and resolving technical issues involving applications, infrastructure, networks, user access, integrations, configurations, and system performance.</li> <li data-section-id="157grt1" data-start="597" data-end="768">Experience working within formal IT service management processes, including incident management, service requests, escalation, problem management, and change management.</li> <li data-section-id="1r53hd8" data-start="769" data-end="934">Hands-on experience using ServiceNow or a comparable enterprise