--- title: 'Tier 2/3 Support Specialist at Ardent' canonical: 'https://feeny.ai/job/tier-2-3-support-specialist-ardent-remote-9gjs0brkt7c1' type: 'job' last_seen: '2026-09-11' --- # Tier 2/3 Support Specialist at Ardent - **Company:** Ardent - **Location:** Remote - **Work type:** remote - **Posted:** 2026-09-09 - **Last confirmed live:** 2026-09-11 - **Apply:** https://boards.greenhouse.io/ardentmc/jobs/8186204?gh_jid=8186204 ## Job description Ardent is seeking a Tier 2/3 Support Specialist to join our team. This is a remote position. Position Description: 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. Responsibilities and Duties: - 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. - 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. - 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. - 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. - 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. - Support approved deployments, configuration changes, maintenance, patching, testing, and rollback activities while maintaining separation of duties and following Government change-control procedures. - 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. 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 to document, track, escalate, and close incidents and service requests. - 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, with the ability to coordinate effectively with users and technical teams. Due to the nature of the work we support, all candidates in consideration for this role must be willing to undergo the government issued background investigation process. We highly encourage all Veterans and those with disabilities to apply. Ardent is an equal opportunity employer. We will not discriminate in employment, recruitment, advertisements for employment, compensation, termination, upgrading, promotions, and other conditions of employment against any employee or job applicant on the bases of race, color, gender, national origin, age, religion, creed, disability, veteran's status, sexual orientation, gender identity, gender expression, or any other basis protected by state, local, or federal law. ## About Ardent ## Company Overview - **One-liner**: Ardent Management Consulting delivers digital transformation, geospatial intelligence, and data science solutions to federal civilian agencies and the Department of Defense. - **Entity Type**: Private (subsidiary of Mission1st Group, Inc.) - **Headquarters**: Vienna, Virginia, United States - **Founded**: 2006 - **Founders**: Not publicly available (parent company Mission1st was founded by Richard Zareck II) ## Core Business - **Primary industry**: Government technology services, digital transformation, geospatial intelligence, data analytics, and cybersecurity. - **Target customers**: B2G – U.S. federal agencies (Department of Homeland Security, Department of Defense, Social Security Administration), state/local entities, and commercial/non-profit sectors. - **Mission or purpose**: “All In” – delivering mission-critical solutions at the speed of the mission, with a collective service mindset to serve clients, colleagues, and community. [ardentmc.com](https://www.ardentmc.com/) ## Products & Services - **Digital Transformation**: Modernizing legacy systems, cloud migration (FedRAMP environments), and enhancing user experiences. - **Geospatial Intelligence**: Spatial data science, Esri dashboarding, location-based applications, and GIS platform support. - **Data Science & Analytics**: Robotic process automation (RPA), machine learning, actionable insights, and data platform engineering. - **Cybersecurity & IT Support**: Security patch management, FISMA green scores, helpdesk, and system assessment/authorization. Source: [ardentmc.com](https://www.ardentmc.com/) ## Market Standing - **Valuation/Market Cap**: Not disclosed (private company) - **Key Metric**: Annual Revenue – $23.3 million (as of 2026) [linkedin.com/company/ardent-mc](https://www.linkedin.com/company/ardent-mc) - **Notable Investors/Partners**: Parent company Mission1st Group, Inc.; clients include U.S. Air Force, DHS, and Social Security Administration. Certifications: ISO 9001:2015, CMMI-Dev V2.0 Maturity Level 3, ISO 27001:2013, ISO 20000-1:2018. [cbinsights.com/company/ardentmc](https://www.cbinsights.com/company/ardentmc) - **Growth Signals**: Awarded first-ever DoD contract (U.S. Air Force Geospatial Support IDIQ, Dec 2024). Named Top Workplace 2026. HIRE Vets Platinum Medallion Award 2025. Headcount of 84 employees with international presence (6 countries). [ardentmc.com/about-us](https://www.ardentmc.com/about-us/) ## Competitive Advantages - Nearly 20 years of federal mission experience, especially within DHS and civilian agencies. - Proven track record of rapid delivery (e.g., enterprise vaccination data solution built in two weeks). - Deep expertise in Esri geospatial technology, cloud platforms, RPA, and AI/ML. - Comprehensive compliance certifications (FedRAMP, FISMA, CMMI, ISO) reducing risk for government clients. - Strong veteran-friendly culture and recognition (HIRE Vets Platinum, 2025). ## Strategic Focus - Expanding footprint in the Department of Defense following the 2024 Air Force IDIQ award. - Investing in AI/ML innovation under CTO Mireille Estephan (former AWS Head of Engineering). - Pursuing strategic ventures and M&A through Chief Ventures Officer Ryan Jennings. - Continued emphasis on geospatial intelligence and data-driven automation for federal clients. ## Why Work Here - **Culture**: “All In” mission-first mindset; collaborative, fast-paced environment where insights and innovation are valued. Recognized as a Top Workplace 2026. - **Benefits**: Full medical coverage, $50/month gym & lifestyle stipend, annual professional development stipend, tuition reimbursement, flexible PTO, and 11 federal holidays off. [ardentmc.com/careers](https://www.ardentmc.com/careers/) - **Remote/Hybrid**: Not explicitly stated; headquarters in Vienna, VA, with offices in India, Puerto Rico, UAE, South Sudan, and Pakistan. Likely hybrid for some roles. - **Engineering culture**: Led by a CTO with AWS experience; emphasis on cloud, AI/ML, and geospatial technologies. Mentorship and thought leadership encouraged. - **Equal opportunity employer**: Veterans and individuals with disabilities are strongly encouraged to apply. ## Sources 1. [ardentmc.com/careers](https://www.ardentmc.com/careers/) 2. [ardentmc.com](https://www.ardentmc.com/) 3. [ardentmc.com/about-us](https://www.ardentmc.com/about-us/) 4. [linkedin.com/company/ardent-mc](https://www.linkedin.com/company/ardent-mc) 5. 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