NOC Communications Specialist

Job Summary:

The OA/ETSO - NOC Communications Specialist on the 2nd shift provides crucial after-hours network monitoring and first-line technical support for Commonwealth of Pennsylvania agencies. This role involves handling network incidents, communicating with end-users and vendors, and ensuring the continuity and reliability of network services during evening and weekend hours. The specialist works on-site and collaborates closely with engineers, IT staff, and service providers to resolve issues promptly and maintain network operations. Responsibilities:

• Answer inbound calls regarding network issues from Commonwealth employees, vendors, and contractors.
• Create and escalate ServiceNow trouble tickets to appropriate engineering or support teams.
• Monitor network status and hardware using tools like Solar Winds and Squared Up.
• Respond to outages and system failures following established escalation procedures.
• Provide first-line investigation and diagnosis of network incidents, logging and prioritizing all details.
• Coordinate with network staff, vendors, and third-party providers for service restoration.
• Maintain and update network operation and knowledgebase documentation.
• Perform Enterprise Incident communications using approved processes and templates.
• Participate in disaster recovery activities and complete assigned operational tasks.
• Proactively identify and resolve network problems and monitor ServiceNow ticket queues and relevant email accounts.

Required Skills & Certifications:

• Excellent written and verbal communication skills with strong phone etiquette.
• Ability to support end-users with varying IT skill levels and troubleshoot or escalate issues efficiently.
• Experience with incident management, call tracking, and ticketing software, preferably ServiceNow.
• Ability to follow established operating procedures and knowledgebase documentation accurately.
• Detail-oriented, resourceful, and adaptable to change.
• Strong organizational skills and customer service mindset.

Preferred Skills & Certifications:

• Minimum of 2 years previous experience as a systems administrator, help desk technician, or call center support.

Special Considerations:

• Position requires on-site presence at the Commonwealth Technology Center in Harrisburg, PA.
• Must be willing and able to work the 2nd shift hours and live in the Harrisburg area.

Scheduling:

• 2nd shift schedule: Saturday through Wednesday, 4:00 PM to 12:30 AM.
• Thursday and Friday are days off.
• Full-time position with a 37.5-hour work week.