NOC Communications Specialist - 3rd Shift

Job Description

Job Description

Description

The Commonwealth of Pennsylvania has agencies that provide 24/7 services to its citizens. The PM Network Operational Monitoring position will provide first line network technical support to employees and business partners by calling the Enterprise Network Operation Monitoring Network Service Desk outside of regular business hours. This position requires a technical individual with a customer-service-minded approach to dealing with Commonwealth Agency staff and IT teams. The individual will work closely with Commonwealth staff, vendors, service providers and IT staff, but must also be able to work independently, multitask by prioritizing and managing their own workload, and able to ensure prompt service and end-user issue resolution.

The main need is for this worker to work the 3rd shift on the team. They are looking for someone eager to work, looking to grow with a large employer in PA. Experience is nice to have but drive and willingness to work now and benefit in the long-run is the main focus.

The NOC Communications Specialist provides after-hour and weekend hours Level 1 Support by performing the skills listed below.

Role Description:

End-user Support

• Answer inbound phone calls concerning network issues from Commonwealth employees, and LEC/Last User Contract, LUC, vendors.

• Creates and escalates Service Now trouble tickets to Engineers, tier two Commonwealth staff, and/or third-party service providers to ensure the quick resolution of IT/Network issues.

• Works with NOC T2 Engineers, Commonwealth staff and contracted personnel, and/or third-party providers as needed.

• Research and updates reference publications and diagnostic aids to seek information necessary to resolve end-user issues as needed.

• Follows IT Service Desk and Network Operator Knowledgebase procedures and makes recommendations when improvements are needed.

• Promptly and properly escalate high priority issues.

Monitoring & Maintenance

• Utilize network management tools, such as Solar Winds and Squared up, to monitor remote sites network and hardware.

• Actively monitors the status of Commonwealth networks and attached network assets using established tools and promptly initiates appropriate actions.

• Responds to outages and system failures using established escalation processes.

• Provide first-line investigation and diagnosis of network incidents, logging all details and prioritization of incidents.

• Escalate afterhours incidents to staff for resolution.

• Promptly assign unresolved incidents to higher Tier support or LUC providers to coordinate restoration of service and obtain the necessary information for recording/tracking the outage or degradation of service.

• Coordinate with network staff and various vendors to assist with service restoration based on alarm conditions.

• Actively monitors the Service Now ticket queue.

• Monitors appropriate Commonwealth email accounts for any event messages and initiates action as needed.

• Proactively identifies and resolves problems.

Communication

• Acts as the primary network contact for Commonwealth employees and business partners outside of regular business hours.

• Perform Enterprise Incident communications using defined process and approved template.

• Monitors the network hotline during coverage hours.

• Issues network status updates using established procedures.

• Follows quality standards and displays strong customer service skills.

Routine Tasks

• Assists the network engineers and technicians with outstanding tasks.

• Updates network operation and knowledgebase documentation.

• Participates in disaster recovery.

• Completes assigned tasks.

Required Skills:

• Possesses excellent communication skills; both written and spoken.

• Ability to be clearly understood and has excellent phone etiquette.

• Ability to support end-users with varying IT skillsets.

• Ability to follow directions, especially when using established operation and knowledgebase documentation, and Commonwealth standard operating procedures.

• Ability to adapt to change.

• Detail oriented and resourceful.

• Excellent organizational skills.

• Ability to troubleshoot end-user issues and/or escalate as needed to ensure quick resolution.

• Experience with incident management, call tracking, and ticketing software.

• Preferred 2+ years previous systems administrator, help desk, and/or call center experience.

Skills

Troubleshooting, incident management, servicenow, help desk, customer service, communication, attention to detail, problem solving, phone etiquette, reporting, monitoring, escalation, disaster recovery support, adaptability, organizataion

Top Skills Details

Troubleshooting,incident management,servicenow,help desk,customer service,communication,attention to detail,problem solving,phone etiquette

Additional Skills & Qualifications

Communication skills, organization & attention to detail

Experience Level

Entry Level

This is a Contract position based out of Harrisburg, PA.

The pay range for this position is $15.00 - $20.00/hr.

Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: • Medical, dental & vision • Critical Illness, Accident, and Hospital • 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available • Life Insurance (Voluntary Life & AD&D for the employee and dependents) • Short and long-term disability • Health Spending Account (HSA) • Transportation benefits • Employee Assistance Program • Time Off/Leave (PTO, Vacation or Sick Leave)

This is a fully onsite position in Harrisburg,PA.

This position is anticipated to close on Sep 11, 2026.

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

We’re a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We’re a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We’re strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We’re building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.

Massachusetts Lie Detector: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.