Job Description

Job Summary:

The OA/ETSO - NOC Communications Specialist on the 1st shift is responsible for providing first-line network technical support and monitoring for Commonwealth agencies. This role involves handling network incidents, supporting end-users, escalating issues appropriately, and maintaining communication with staff and vendors. The position requires strong technical skills, excellent customer service, and the ability to work independently during after-hours and weekend shifts.

Responsibilities:

• Answer inbound calls regarding network issues from Commonwealth employees and vendors.
• Create and escalate ServiceNow trouble tickets to appropriate engineers and service providers.
• Monitor network status and hardware using tools like Solar Winds and Squared Up.
• Respond to outages and system failures, following established escalation processes.
• Provide first-line investigation and diagnosis of network incidents and log all details.
• Coordinate with network staff and vendors to restore service based on alarm conditions.
• Monitor ServiceNow ticket queue and relevant Commonwealth email accounts for event messages.
• Perform enterprise incident communications using defined processes and templates.
• Assist network engineers and technicians with outstanding tasks and update documentation.
• Participate in disaster recovery activities as needed.

Required Skills & Certifications:

• Excellent written and verbal communication skills with strong phone etiquette.
• Ability to support end-users with varying IT skill levels.
• Experience with incident management, call tracking, and ticketing software, preferably ServiceNow.
• Strong troubleshooting skills and ability to escalate issues for timely resolution.
• Detail-oriented, resourceful, and able to follow established procedures and documentation.
• Excellent organizational skills and ability to adapt to change.

Preferred Skills & Certifications:

• Two or more years of experience as a systems administrator, help desk technician, or call center representative.

Special Considerations:

• This is an on-site position located at the Commonwealth Technology Center in Harrisburg, PA.
• Candidate must be willing and able to work on-site and reside in or near the Harrisburg area.

Scheduling:

• Full-time position with a 37.5-hour workweek.
• 1st shift schedule: Wednesday through Sunday, 8:00 AM to 4:30 PM.
• Days off are Monday and Tuesday.

Job Tags

Full time, Shift work, Night shift, Weekend work, Day shift

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