After-Hours NOC Communications Specialist

My3tech; Harrisburg (Dauphin County); On-site; USD 55,000 - 75,000; Full time

Job summary

Commonwealth Technology Center in Harrisburg, PA, is hiring for a System Admin to provide end-user network support on-site at 1 Technology Park. You will handle after-hours incident management, monitor network status, and escalate issues to engineers and vendors as needed.

The role emphasizes customer service, teamwork with Commonwealth staff and external providers, and maintaining accurate incident records within the ServiceNow platform.

Qualifications

• Excellent written and spoken communication.
• Experience with incident management and ticketing software.
• 2+ years in systems administrator, help desk, or call center roles.
• Ability to support end-users with varying IT skill levels.
• Strong troubleshooting and problem-solving abilities.
• Ability to follow documented procedures and SOPs.
• Detail-oriented and organized work style.

Responsibilities

• Answer inbound calls concerning network issues from Commonwealth employees and vendors.
• Create and escalate ServiceNow tickets to engineers and vendors for quick resolutions.
• Monitor network status with tools and respond to outages.
• Provide first-line investigation and diagnosis of incidents.
• Escalate after-hours issues to higher-tier staff for resolution.
• Coordinate with staff and vendors for service restoration.
• Update knowledgebase and documentation; participate in disaster recovery.

Skills

Communication skills

Incident management

Call tracking

Ticketing software

ServiceNow

End-user support

Troubleshooting

Documentation

Adaptability

Organization

Tools

ServiceNow

Job description

Commonwealth Technology Center in Harrisburg, PA, is hiring for a System Admin to provide end-user network support on-site at 1 Technology Park. You will handle after-hours incident management, monitor network status, and escalate issues to engineers and vendors as needed.

The role emphasizes customer service, teamwork with Commonwealth staff and external providers, and maintaining accurate incident records within the ServiceNow platform.