After-Hours NOC Communications Specialist

Mbi Llc; Harrisburg (Dauphin County); On-site; USD 54,000 - 82,000; Full time

Job summary

The Commonwealth of Pennsylvania is seeking a PM Network Operational Monitoring specialist to provide first-line network support after hours and weekends for employees and partners.

You will work with Commonwealth staff, vendors, and IT teams to triage issues, create Service Now tickets, monitor network performance with SolarWinds and other tools, and escalate to Tier 2 when needed. Strong customer-service mindset is essential.

Qualifications

• Excellent written and spoken communication skills.
• Clear speaking voice and strong phone etiquette.
• Ability to support end-users with varying IT skill levels.
• Ability to follow established procedures and SOPs.
• Adaptable to change with excellent organizational skills.
• Detail oriented and resourceful.
• Experience with incident management and ticketing systems.
• Preferred: 2+ years in systems administration, help desk, or call center.

Responsibilities

• Handle inbound network issue calls from Commonwealth staff and vendors.
• Create and escalate Service Now tickets to engineers for rapid resolution.
• Monitor network health using tools and coordinate with teams during outages.
• Communicate incidents using defined procedures and templates.
• Update operation docs and knowledge base; complete assigned tasks.

Skills

Communication

Phone etiquette

End-user support

SOPs

Adaptability

Detail orientation

Organization

Troubleshooting

Incident management

Experience (2+ yrs)

Tools

ServiceNow

Monitoring tools

Job description

The Commonwealth of Pennsylvania is seeking a PM Network Operational Monitoring specialist to provide first-line network support after hours and weekends for employees and partners.

You will work with Commonwealth staff, vendors, and IT teams to triage issues, create Service Now tickets, monitor network performance with SolarWinds and other tools, and escalate to Tier 2 when needed. Strong customer-service mindset is essential.