After-Hours NOC Communications Specialist (2nd Shift)

RICEFW Technologies Inc; Harrisburg (Dauphin County); On-site; USD 45,000 - 65,000; Full time

Job summary

Commonwealth of Pennsylvania is seeking a NOC Communications Specialist for after-hours and weekend support. The role provides Level 1 network assistance to Commonwealth staff and partners, creates and escalates ServiceNow tickets, and coordinates with engineers and third-party providers to restore services.

The position requires strong communication, customer service mindset, and the ability to multitask while following established procedures.

Qualifications

• Excellent communication skills, written and spoken.
• Ability to support end-users with varying IT skillsets.
• Experience with incident management and ticketing software.
• Ability to follow procedures and documentation.

Responsibilities

• Answer inbound calls concerning network issues from Commonwealth employees and vendors.
• Create and escalate ServiceNow trouble tickets for engineers and third-party providers.
• Monitor networks using SolarWinds and Squared Up; respond to outages and incidents.
• Provide first-line investigation and diagnosis of network incidents; log details and prioritize.
• Escalate after-hours incidents to relevant staff for resolution.
• Coordinate with network staff and vendors to aid service restoration.
• Maintain knowledgebase documentation and communicate status outside business hours.

Skills

Customer service

Communication skills

End-user support

Incident management

Ticketing systems

Multitasking

Vendor coordination

After-hours support

Tools

ServiceNow

SolarWinds

Squared Up

Job description

Commonwealth of Pennsylvania is seeking a NOC Communications Specialist for after-hours and weekend support. The role provides Level 1 network assistance to Commonwealth staff and partners, creates and escalates ServiceNow tickets, and coordinates with engineers and third-party providers to restore services.

The position requires strong communication, customer service mindset, and the ability to multitask while following established procedures.