NOC Communications Specialist - 3rd Shift

Location: Harrisburg, PA
Work Arrangement: 100% Onsite
Schedule: Saturday through Wednesday, 12:00am-8:30am with an hour unpaid lunch; 37.5 hours/week
Interview: Virtual
Contract: Oct 5, 2026 - Dec 31, 2026 (2 Months 26 Days). Historically, these roles are extended for an additional year.
Visas Accepted: USC, GC, GC EAD, H1B

Role Overview

The NOC Communications Specialist provides after-hours and weekend Level 1 network support for Commonwealth employees and business partners. The role supports network operational monitoring, end-user issue resolution, incident communications, and escalation while working closely with Commonwealth staff, vendors, service providers, and IT teams.

The position requires a customer-service-minded professional who can work independently, prioritize and manage workload, adapt to change, and remain detail-oriented and resourceful while supporting a 24/7 service environment.

Primary Responsibilities

• Answer inbound phone calls concerning network issues from Commonwealth employees and LEC/Last User Contract, LUC, vendors.
• Create and escalate ServiceNow trouble tickets to engineers, tier two Commonwealth staff, and/or third-party service providers to support quick resolution of IT/network issues.
• Work with NOC T2 engineers, Commonwealth staff, contracted personnel, and third-party providers as needed.
• Research and update reference publications and diagnostic aids to obtain information needed to resolve end-user issues.
• Follow IT Service Desk and Network Operator knowledgebase procedures, recommend improvements when needed, and promptly escalate high-priority issues.
• Utilize network management tools such as SolarWinds and SquaredUp to monitor remote-site networks and hardware.
• Monitor Commonwealth networks and attached network assets, respond to outages and system failures, and initiate appropriate actions using established escalation processes.
• Perform first-line investigation and diagnosis of network incidents, log and prioritize incidents, and escalate after-hours or unresolved incidents for resolution.
• Coordinate with network staff, higher-tier support, LUC providers, and vendors to assist with restoration of service and record or track outages and service degradation.
• Monitor the ServiceNow ticket queue and appropriate Commonwealth email accounts for event messages and initiate action as needed.
• Proactively identify and resolve problems.
• Act as the primary network contact for Commonwealth employees and business partners outside regular business hours.
• Perform Enterprise Incident communications using defined processes and approved templates, monitor the network hotline, and issue network status updates using established procedures.
• Follow quality standards and demonstrate strong customer service skills.
• Assist network engineers and technicians with outstanding tasks, update network operations and knowledgebase documentation, participate in disaster recovery, and complete assigned tasks.

Required Technical Skills

• Intermediate experience with incident management, call tracking, and ticketing software, preferably ServiceNow.
• Intermediate ability to support end users with varying IT skillsets.
• Intermediate ability to troubleshoot end-user issues and/or escalate as needed for quick resolution.
• Intermediate written and oral communication capability, including clear spoken communication and excellent phone etiquette.
• Ability to follow established operations and knowledgebase documentation, Commonwealth standard operating procedures, and other defined directions.
• Strong organizational capability for prioritizing and managing assigned work.

Preferred Qualifications

• Basic prior systems administrator, help desk, and/or call center experience.