Comms Specialist - 3rd Shift

Job Summary

We are seeking a dedicated Communications Specialist to provide first-line network technical support during the third shift. This full-time, on-site position is located at the Commonwealth Technology Center in Harrisburg, PA. Harrisburg, the capital of Pennsylvania, offers a rich history, vibrant culture, and a welcoming community.

Responsibilities

• Provide end-user support by answering inbound phone calls concerning network issues from employees and vendors.
• Create and escalate ServiceNow trouble tickets to engineers, tier-two staff, or third-party providers for quick resolution of IT/Network issues.
• Collaborate with NOC T2 Engineers, staff, and third-party providers as needed.
• Research and update reference publications and diagnostic aids to resolve end-user issues.
• Follow IT Service Desk and Network Operator Knowledgebase procedures, recommending improvements when necessary.
• Promptly escalate high-priority issues.
• Utilize network management tools to monitor remote sites and hardware.
• Respond to outages and system failures using established escalation processes.
• Investigate and diagnose network incidents, logging all details and prioritizing incidents.
• Coordinate with network staff and vendors for service restoration based on alarm conditions.
• Monitor the ServiceNow ticket queue and Commonwealth email accounts for event messages, initiating action as needed.
• Act as the primary network contact for employees and business partners outside regular business hours.
• Issue network status updates using established procedures.
• Assist network engineers and technicians with outstanding tasks.
• Update network operation and knowledgebase documentation.
• Participate in disaster recovery efforts and complete assigned tasks.

Qualifications

• Excellent communication skills, both written and spoken, with strong phone etiquette.
• Ability to support end-users with varying IT skillsets.
• Ability to follow directions using established operation and knowledgebase documentation.
• Adaptability to change, detail-oriented, and resourceful.
• Excellent organizational skills.
• Ability to troubleshoot end-user issues and escalate as needed for quick resolution.
• Experience with incident management, call tracking, and ticketing software, preferably ServiceNow.
• Preferred: 2 years of previous systems administrator, help desk, and/or call center experience.

Benefits
PEAK's benefit offerings available for our associates include medical, dental, vision, Flexible Spending Account (FSA), Dependent Care Savings Account (DCA), and 401K plan. PEAK believes that taking care of our team is essential for success and we are proud to provide benefits that enhance both your well-being and your future. Additionally, our associates may be eligible for Paid Sick Leave as required by Federal, State, or local laws.  

Equal Opportunity Employer (EEO) 
PEAK Technical Staffing is committed to creating a diverse and inclusive environment and is proud to be an Equal Opportunity Employer. PEAK does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or veteran status, or any other characteristic protected by applicable law. All employment decisions are made based on qualifications, merit, and business need. We encourage all individuals to apply. 

Americans Disabilities Act (ADA) 
The physical and mental requirements described in this job description are representative of those that must be met by an employee to successfully perform the essential functions of the position. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions. Must be able to perform the essential physical functions of the position, including sitting, standing, walking, stooping, kneeling, and lifting up to 25 pounds, with or without reasonable accommodation. 

Candidate Privacy
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AI Recruiting Disclosure 
We use AI-assisted tools to help review applications and compare your experience to job requirements, but all hiring decisions are made by human recruiters. You may request a human-only process or opt out of automated communication at any time. Required notices and our latest bias audit are available on our website: www.peaktechnical.com/ai-disclosure.