Communications Specialist

Job Summary

We are seeking a full-time Network Operations Center (NOC) Communications Specialist to join our team in Harrisburg, Pennsylvania. This on-site role involves providing first-line network technical support to employees and business partners outside of regular business hours, including evenings and weekends.

Responsibilities

• Provide end-user support by answering inbound phone calls concerning network issues from Commonwealth employees and vendors.
• Create and escalate ServiceNow trouble tickets to engineers, tier two Commonwealth staff, and/or third-party service providers to ensure quick resolution of IT/Network issues.
• Collaborate with NOC T2 Engineers, Commonwealth staff, contracted personnel, 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 and recommend improvements when necessary.
• Promptly escalate high priority issues.
• Utilize network management tools such as Solar Winds and Squared Up to monitor network and hardware.
• Respond to outages and system failures using established escalation processes.
• Provide first-line investigation and diagnosis of network incidents, logging all details and prioritizing incidents.
• Coordinate with network staff and various vendors to assist with service restoration.
• Monitor the ServiceNow ticket queue and appropriate Commonwealth email accounts for event messages.
• Act as the primary network contact for Commonwealth employees and business partners outside of regular business hours.
• Issue network status updates using established procedures.
• Assist network engineers and technicians with outstanding tasks and update network operation documentation.
• Participate in disaster recovery efforts.

Qualifications

• Excellent communication skills, both written and oral, with strong phone etiquette.
• Ability to support end-users with varying IT skillsets.
• Ability to follow directions and adapt to change.
• Detail-oriented and resourceful with 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.

Schedule

Full-time, 37.5 hours per week. Set schedules will be discussed with the hiring manager.

Harrisburg, the capital city of Pennsylvania, offers a rich history, vibrant culture, and a strong sense of community, making it an excellent place to live and work.