Tier 2/3 Support Specialist

Providing advanced technical support remotely, the Tier 2/3 Support Specialist will troubleshoot complex incidents across enterprise applications, infrastructure, and networks while maintaining ITSM documentation and contributing to service improvements. Key responsibilitiesDeliver Tier 2/3 support for incidents and service requests, ensuring timely resolution and documentation through the Government-approved ITSM process Diagnose and resolve technical issues related to applications, infrastructure, networks, and integrations, coordinating escalations as needed Maintain accurate ServiceNow ticket records and prepare operational-support documentation and monthly reporting inputsRequired qualificationsBachelor's degree in Information Technology, Computer Science, Information Systems, or a related technical field, or equivalent experience Minimum of 3 years of relevant professional experience in Tier 2/3 technical support or a closely related function Experience with IT service management processes, including incident management and change management Hands-on experience using ServiceNow or a comparable ITSM/ticketing platform Working knowledge of enterprise infrastructure, networking, and application integrations