2nd Shift NOC Communications Specialist

Software Technology Inc; United States; On-site; USD 48,000 - 65,000; Full time

Job summary

Software Technology Inc is seeking a PM Network Operational Monitoring specialist for 2nd shift in Harrisburg. The role focuses on end-user IT/network support, ticketing via ServiceNow, and rapid issue resolution for Commonwealth staff and partners.

You will handle incidents, monitor networks, escalate where needed, and contribute to knowledge base updates and disaster recovery efforts.

Qualifications

• Excellent written and verbal communication skills.
• Ability to provide end-user support with varying IT skill levels.
• Experience with incident management and ticketing systems.
• Familiarity with ITIL-oriented service desk processes.

Responsibilities

• Answer inbound calls concerning network issues from Commonwealth staff and vendors.
• Create and escalate ServiceNow tickets to engineers and third-party providers.
• Monitor network tools and respond to outages or incidents.
• Provide first-line investigation and diagnosis of network incidents.
• Escalate after-hours issues and coordinate restoration.
• Update documentation and knowledge bases, and assist with disaster recovery.

Skills

End-user support

Phone etiquette

Communication skills

Incident management

ServiceNow

Call tracking

Ticketing software

Disaster recovery

Organization

Adapt to change

Tools

ServiceNow

Job description

Software Technology Inc is seeking a PM Network Operational Monitoring specialist for 2nd shift in Harrisburg. The role focuses on end-user IT/network support, ticketing via ServiceNow, and rapid issue resolution for Commonwealth staff and partners.

You will handle incidents, monitor networks, escalate where needed, and contribute to knowledge base updates and disaster recovery efforts.