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Network Operations Center (NOC) Analyst

Crescens Inc.

Harrisburg, PA

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JOB DETAILS
SKILLS
Analysis Skills, Call Centers, Call Monitoring, Communication Skills, Customer Escalations, Customer Support/Service, Detail Oriented, Disaster Recovery, Documentation, Documentation Standards, Establish Priorities, Help Desk, Identify Issues, Incident Management, Knowledge Base, Network Administration/Management, Network Architecture/Engineering, Network Monitoring, Network Operations Center, Organizational Skills, Problem Solving Skills, Procedure Development, Process Development, Publications, Quality Metrics, Resolve Customer Issues, ServiceNow, Standard Operating Procedures (SOP), Systems Administration/Management, T-2 / DS2, Technical Support, Telephone Skills, Trouble Tickets, Workplace Issues
LOCATION
Harrisburg, PA
POSTED
3 days ago
Job title : Network Operations Center (NOC) Analyst
Location: Harrisburg, PA (Onsite)
Duration : 6+ Months Contract
Type : Contract

***Full-time, 37.5 hour per week schedule: Saturday through Wednesday - 12:00am-
8:30am with an hour unpaid lunch***
***On-site position at CTC. Candidates must be local to Harrisburg area.***

End-user Support
  • Answer inbound phone calls concerning network issues from employees, and LEC/Last User Contract, LUC, vendors.
  • Creates and escalates Service Now trouble tickets to Engineers, tier two
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 after hours 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 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.

About the Company

C

Crescens Inc.

Crescens Inc. is an industry leader in providing IT staffing services and tailored workforce solutions to meet the demanding expectations and distinctive needs of clients across the United States and Canada.  We have grown tremendously in the past years and have been applauded by our clients for the quality of workforce and the quick turnaround time. We have evolved from good service to great service and all management plans are geared towards quality. 

Our vision is to be the best in Talent Acquisition and strive for excellence consistently by focusing on four performance dimensions; Quality, Efficiency, Cost and Risk.  A satisfied client and candidate are the backbone to our continued success. Headquartered in New Jersey, we are a team with unique expertise to deliver exceptional results to our clients by setting benchmarks and establishing best practices. 

COMPANY SIZE
20 to 49 employees
INDUSTRY
Computer/IT Services
FOUNDED
2002
WEBSITE
http://crescensinc.com/