IT Help Desk

Location: Harrisburg, PA Salary: $21.00 USD Hourly - $24.00 USD Hourly Description:
About the Role

We are seeking a highly motivated Network Operations Center (NOC) Communications Specialist to serve as the primary point of contact for network-related incidents and operational support during after-hours and weekend coverage. This role provides Level 1 operational support, incident management, monitoring, and communication services to ensure the stability and availability of enterprise network services.

The ideal candidate is customer-focused, detail-oriented, and skilled at managing incidents in a fast-paced environment while collaborating effectively with technical teams, vendors, and stakeholders.

Responsibilities

End User Support

• Serve as the first point of contact for employees, business partners, and service providers reporting network-related issues.
• Respond to inbound calls, emails, and service requests regarding network incidents and service disruptions.
• Create, document, prioritize, and escalate incidents using ServiceNow or equivalent ticketing platforms.
• Coordinate with Network Engineers, technical support teams, vendors, and third-party providers to ensure timely issue resolution.
• Research and utilize knowledge base articles, standard operating procedures, and troubleshooting guides to assist with incident diagnosis and resolution.
• Escalate critical and high-priority incidents according to established procedures.
• Deliver exceptional customer service and maintain accurate communication throughout the incident lifecycle.

Monitoring & Incident Management

• Monitor enterprise networks, remote sites, and infrastructure using network management and observability tools such as SolarWinds, SquaredUp, or equivalent platforms.
• Perform first-level investigation, diagnosis, triage, and logging of network incidents and service interruptions.
• Monitor service health, alarms, alerts, and system notifications, initiating corrective actions as required.
• Escalate unresolved incidents to higher-tier technical teams and external service providers.
• Coordinate restoration activities with network engineers, telecommunications providers, and vendors.
• Monitor ServiceNow ticket queues and shared operational email accounts to ensure prompt response and resolution.
• Identify recurring issues and contribute to continuous service improvement initiatives.

Communications & Incident Response

• Act as the primary after-hours communications liaison for enterprise network incidents.
• Prepare and distribute incident notifications, outage communications, and status updates using approved templates and communication procedures.
• Support enterprise incident management processes through timely and accurate stakeholder communications.
• Monitor and manage network hotline communications during assigned coverage periods.
• Maintain professionalism and clarity when communicating technical information to both technical and non-technical audiences.

Operational Support

• Assist network engineering and operations teams with administrative and operational tasks.
• Update and maintain operational documentation, knowledge base articles, and standard operating procedures.
• Participate in disaster recovery, business continuity, and operational readiness activities.
• Complete assigned projects and operational tasks within established timelines.
• Support process improvement efforts and recommend enhancements to operational procedures and documentation.

Minimum Qualifications

• Associate's degree in Information Technology, Computer Science, Telecommunications, or a related field; equivalent work experience may be considered.
• 2+ years of experience in a Help Desk, Service Desk, NOC, Operations Center, Technical Support, Systems Administration, or Call Center environment.
• Experience using incident management, ticketing, and call-tracking platforms such as ServiceNow or similar tools.
• Basic understanding of networking concepts, including network connectivity, routing, switching, VPNs, and telecommunications services.
• Experience monitoring systems and responding to alerts within an operational support environment.
• Ability to work non-standard business hours, including nights, weekends, and holidays.

Preferred Qualifications

• Experience supporting enterprise network environments within a Network Operations Center (NOC).
• Familiarity with SolarWinds, SquaredUp, or similar infrastructure monitoring platforms.
• Knowledge of ITIL Incident Management principles and best practices.
• Industry certifications such as CompTIA Network+, Security+, ITIL Foundation, or equivalent.
• Experience supporting large-scale enterprise or government environments.

Medical, dental, and vision insurance are available to qualified candidates who meet eligibility requirements.
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