Tier 2/3 Support Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Deliver Tier 2/3 assistance for incidents and service requests via the Government-approved ITSM process.

• Identify and resolve issues related to applications, infrastructure, networks, access, integrations, configurations, geospatial data, mainframe interfaces, and performance.

• Restore services when authorized or facilitate escalation to the appropriate technical owners.

• Ensure accurate Government ServiceNow ticket records are maintained from initiation to closure.

• Provide status updates to users, service owners, and Team EZD leads.

• Validate resolutions and create or update knowledge articles, standard operating procedures, and troubleshooting guidance.

• Recognize recurring incidents and assist in root-cause analysis, problem management, trend analysis, corrective actions, and automation initiatives.

• Support authorized deployments, configuration modifications, maintenance, patching, testing, and rollback activities.

• Compile operational-support documentation and monthly reporting inputs that encompass ticket volumes, MTTA, MTTR, resolution rates, SLA performance, recurring issues, escalation trends, root causes, and the status of corrective actions.

⛳️ Requirements

• A Bachelor’s degree in Information Technology, Computer Science, Information Systems, or a related technical discipline, or an equivalent combination of education, training, certifications, and relevant professional experience.

• At least 3 years of applicable professional experience providing Tier 2/3 technical support, application support, infrastructure support, systems support, or a closely related role.

• Proficient in diagnosing and resolving technical issues involving applications, infrastructure, networks, user access, integrations, configurations, and system performance.

• Experience with formal IT service management processes, including incident management, service requests, escalation, problem management, and change management.

• Practical experience with ServiceNow or a similar enterprise ITSM/ticketing platform.

• Solid understanding of enterprise infrastructure, networking, authentication/access, cloud or hybrid environments, and application integrations.

• Experience in supporting production deployments, configuration changes, patching, maintenance, testing, and rollback activities.

• Capability to conduct technical troubleshooting, root-cause analysis, trend analysis, and identify recurring issues.

• Experience in 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.