Network Operations Center Specialist

Job Summary:

The NOC Communications Specialist provides after-hours Level 1 network technical support to employees, business partners, and vendors. Serving as the first point of contact through the Enterprise Network Operations Monitoring Service Desk, this role combines technical troubleshooting with strong customer service skills to ensure timely resolution of IT and network issues during off-hours coverage. Responsibilities:

• Answer inbound calls regarding network issues from employees and LEC/LUC vendors.
• Create and escalate ServiceNow trouble tickets to engineers, Tier 2 staff, and third-party providers.
• Monitor Commonwealth networks and hardware using tools such as SolarWinds and Squared Up.
• Perform first-line investigation, diagnosis, logging, and prioritization of network incidents.
• Escalate unresolved or high-priority incidents to higher-tier support or LUC providers.
• Coordinate with network staff and vendors to restore service based on alarm conditions.
• Act as the primary after-hours network contact, issuing status updates via defined communication templates.
• Monitor the ServiceNow ticket queue and relevant email accounts for events.
• Update knowledgebase documentation.
• Participate in disaster recovery activities.

Required Skills & Certifications:

• Excellent written and verbal communication skills with strong phone etiquette.
• Experience with incident management, call tracking, and ticketing software.
• Ability to support end-users with varying IT skill levels.
• Experience updating network operation and knowledgebase documentation.
• Detail-oriented, resourceful, highly organized, and adaptable to change.

Preferred Skills & Certifications:

• 2+ years of experience as a systems administrator, help desk, or call center agent.
• Familiarity with IT service desk procedures.

Special Considerations:

• Primary after-hours network contact role requiring strong communication and escalation skills.
• On-site work location in Harrisburg, PA (Dauphin County).
• Participation in disaster recovery activities.

Scheduling:

• Work schedule: Saturday through Wednesday, 12:00 AM to 8:30 AM (37.5 hours per week).
• Duration: 2 months.