End-user Support - 3rd Shift - Onsite

Job Description

Job DescriptionJob Summary – NOC Communications Specialist (3rd Shift) – Commonwealth of PA

- Position: Network Operations Center (NOC) Communications Specialist – 3rd Shift (End-user Support)
- Location: Onsite, 1 Technology Park, Harrisburg, PA 171101 (Local candidates only)
- Schedule: Full-time, 37.5 hours/week, Saturday–Wednesday, 12:00am–8:30am (1-hour unpaid lunch)
- Duration: Through 12/31/2026 (Possible extension)

Key Responsibilities:
- Provide first-line, after-hours and weekend Level 1 technical support for network issues to Commonwealth employees and business partners.
- Answer inbound calls regarding network issues from employees, vendors, and service providers.
- Create and escalate ServiceNow trouble tickets to engineers, Tier 2 staff, and third-party providers for prompt resolution.
- Collaborate with NOC Tier 2 engineers, Commonwealth staff, contracted personnel, and third-party providers as required.
- Utilize network monitoring tools (e.g., Solar Winds, Squared Up) to monitor remote site networks and hardware status.
- Research and update reference materials and diagnostic aids to support issue resolution.
- Follow IT Service Desk and Network Operator Knowledgebase procedures; recommend process improvements.
- Promptly escalate high-priority and unresolved issues.
- Maintain strong customer service focus while managing and prioritizing workload independently.

Required Attributes:
- Technical aptitude with a focus on customer service.
- Ability to work independently and multitask in a fast-paced, 24/7 support environment.
- Strong communication and collaboration skills.
- Willingness to work overnight and weekend shifts onsite.