2nd-Shift NOC Communications Specialist - After-Hours IT Support

Sedna Consulting Group; United States; On-site; USD 65,000 - 75,000; Full time

Job summary

Commonwealth of Pennsylvania is hiring a NOC Communications Specialist for after-hours, weekend coverage, and first-line network support in Harrisburg. You will manage incidents, communicate with staff and vendors, and escalate where needed.

The role emphasizes customer service, incident tracking, and knowledgebase maintenance, with 2nd shift hours and on-site requirements for local candidates.

Qualifications

• Excellent communication skills, both written and spoken.
• Clear phone etiquette and professional demeanor.
• Ability to support end-users with varying IT skillsets.
• Follow established operation and knowledgebase documentation and SOPs.
• Adapt to change and stay organized under pressure.
• Detail oriented and resourceful with strong problem solving.
• Strong organization and prioritization abilities.
• Experience with incident management and ticketing systems.
• 2+ years in systems administration, help desk or call center.

Responsibilities

• Answer inbound calls about network issues from Commonwealth staff and vendors.
• Create and escalate ServiceNow tickets to engineers and third parties.
• Coordinate with NOC engineers and vendors to restore services.
• Monitor networks with tools and log incident details for tracking.
• Escalate after-hours incidents to appropriate staff.
• Coordinate with teams to restore outages and document actions.
• Act as primary after-hours network contact and provide status updates.
• Maintain and update network operation knowledgebase.
• Assist engineers with routine tasks and disaster recovery preparations.

Skills

Excellent communication

Phone etiquette

End-user support

Incident management

Ticketing software

Customer service

Adaptability

Tools

ServiceNow

Solar Winds

Squared Up

Job description

Commonwealth of Pennsylvania is hiring a NOC Communications Specialist for after-hours, weekend coverage, and first-line network support in Harrisburg. You will manage incidents, communicate with staff and vendors, and escalate where needed.

The role emphasizes customer service, incident tracking, and knowledgebase maintenance, with 2nd shift hours and on-site requirements for local candidates.