Tier 2/3 Support Specialist

Role overview

This remote position provides advanced Tier 2/3 technical support across enterprise applications, infrastructure, networks, integrations, and hybrid environments serving government clients. The specialist resolves complex incidents and service requests, maintains thorough ITSM documentation, supports approved system changes, and contributes to root-cause analysis and operational reporting.

Responsibilities

- Handle Tier 2/3 incidents and service requests through a formal, government-approved ITSM process, meeting priority-based response and resolution service levels. - Diagnose complex issues spanning applications, infrastructure, networking, access, integrations, configurations, geospatial components, mainframe interfaces, and performance; restore service when authorized or escalate to the appropriate technical owner. - Maintain complete ticket records in ServiceNow from intake through closure, including categorization, priority, timestamps, troubleshooting steps, evidence, dependencies, and resolution validation. - Communicate status to users, service owners, and leads through approved channels, validate resolutions, and develop or update knowledge articles, SOPs, and reusable troubleshooting guidance. - Identify recurring incident and request patterns, contributing to root-cause analysis, problem management, trend reporting, and opportunities for automated detection. - Support approved deployments, configuration changes, patching, testing, and rollback activities while following change-control procedures and maintaining separation of duties. - Produce traceable operational documentation and monthly reporting inputs covering volumes, MTTA, MTTR, resolution rates, SLA performance, escalation trends, and corrective-action status.

Requirements

- Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related technical field, or equivalent combination of education, training, certifications, and experience. - At least three years of Tier 2/3 technical, application, infrastructure, or systems support experience. - Hands-on experience diagnosing issues across applications, infrastructure, networks, access, integrations, configurations, and system performance. - Working knowledge of formal ITSM processes including incident management, service requests, escalation, problem management, and change management. - Practical experience using ServiceNow or a comparable enterprise ticketing platform. - Familiarity with enterprise infrastructure, networking, authentication, cloud or hybrid environments, and application integrations. - Experience supporting production deployments, configuration changes, patching, maintenance, testing, and rollback activities. - Strong analytical, troubleshooting, communication, documentation, and customer-service skills.

Nice to have

- Experience contributing to root-cause analysis, trend analysis, and recurring-issue identification initiatives.

Benefits and work setup

- Fully remote work arrangement. - Candidates must be willing to undergo a government-issued background investigation process. - Veterans and individuals with disabilities are encouraged to apply. - Equal opportunity employer committed to non-discrimination on the basis of race, color, gender, national origin, age, religion, creed, disability, veteran status, sexual orientation, gender identity, gender expression, or any other protected characteristic under applicable law.