End-User & Network Support Answer inbound calls regarding network and IT issues from Commonwealth employees, vendors, and business partners. Network Monitoring & Maintenance Monitor Commonwealth network sites and network-connected hardware using tools such as SolarWinds and SquaredUp .
Numbers & Facts
Location
Harrisburg, PA
Website
https://www.inabia.com/
Description
Key Responsibilities End-User & Network Support
Answer inbound calls regarding network and IT issues from Commonwealth employees, vendors, and business partners.
Provide first-line troubleshooting and technical support.
Create, document, update, and escalate ServiceNow trouble tickets.
Escalate issues to Tier 2/Tier 3 engineers, Commonwealth IT staff, vendors, or third-party service providers as appropriate.
Research knowledgebase articles, reference documentation, and diagnostic aids to resolve issues.
Follow established Service Desk, NOC, and Commonwealth standard operating procedures.
Promptly identify and escalate high-priority incidents.
Network Monitoring & Maintenance
Monitor Commonwealth network sites and network-connected hardware using tools such as SolarWinds and SquaredUp.
Monitor network status, alerts, alarms, and attached network assets.
Perform first-line investigation and diagnosis of network incidents.
Respond to outages and system failures according to established escalation procedures.
Document incident details, priorities, actions taken, and escalation information.
Assign unresolved incidents to appropriate higher-tier support teams or service providers.
Coordinate with network engineers, vendors, and service providers to assist with service restoration.
Actively monitor the ServiceNow ticket queue.
Monitor designated Commonwealth email accounts for network/event notifications and initiate appropriate action.
Proactively identify potential problems and initiate the appropriate response.
Communication & Incident Management
Serve as the primary after-hours network contact for Commonwealth employees and business partners.
Provide professional and courteous customer service over the phone.
Perform enterprise incident communications using approved processes and templates.
Provide network status updates according to established procedures.
Maintain accurate and timely incident documentation.
Communicate effectively with Commonwealth staff, network engineers, vendors, and third-party providers.
Routine Responsibilities
Assist network engineers and technicians with outstanding operational tasks.
Update network operations and knowledgebase documentation.
Participate in disaster recovery activities.
Complete assigned operational and administrative tasks.
Follow established quality and compliance standards.
Required Qualifications
Excellent verbal and written communication skills.
Strong phone etiquette and ability to communicate clearly with users of varying technical skill levels.
Customer-service-oriented approach to technical support.
Ability to follow established procedures, SOPs, and knowledgebase documentation.
Strong troubleshooting and problem-solving skills.
Ability to determine when an issue should be escalated and ensure timely escalation.
Experience with incident management, call tracking, and ticketing systems.
Strong attention to detail and organizational skills.
Ability to multitask and prioritize competing issues.
Ability to work independently during overnight/after-hours operations.
Ability to adapt to changing priorities and operational requirements.
Preferred Experience
2+ years of experience in one or more of the following:
Systems Administration
Help Desk / Service Desk
NOC / Network Operations
Technical Support
IT Call Center
Experience working with ServiceNow.
Experience supporting network incidents or monitoring environments.
Experience with SolarWinds, SquaredUp, or similar network monitoring tools.
Experience working in a 24x7 NOC, service desk, or IT operations environment.
Familiarity with network troubleshooting and escalation procedures.