After-Hours NOC Support Specialist

Sedna Consulting Group; United States; On-site; USD 47,000 - 52,000; Full time

Job summary

Sedna Consulting Group seeks a NOC Communications Specialist for an on-site Harrisburg position. The role covers after-hours/weekend Level 1 network support, ticket creation and escalation, and coordination with Commonwealth staff and vendors.

You will monitor networks and assist with restoration efforts, maintaining documentation and following established procedures. The schedule is full-time (Saturday–Wednesday, 12:00am–8:30am with an unpaid lunch).

Qualifications

• Excellent written and spoken communication.
• Ability to be clearly understood and has excellent phone etiquette.
• Ability to support end-users with varying IT skillsets.
• Ability to follow directions using established operation and knowledgebase documentation.
• Ability to adapt to change.
• Detail oriented and resourceful.
• Excellent organizational skills.
• Ability to troubleshoot end-user issues and escalate as needed to ensure quick resolution.
• Experience with incident management, call tracking, and ticketing software.
• Preferred 2+ years of experience in systems administration, help desk, or call center.

Responsibilities

• End-user Support by handling inbound calls about network issues from Commonwealth employees and vendors.
• Create and escalate ServiceNow tickets to engineers and third-party providers to resolve IT/Network issues.
• Monitor remote sites using tools like SolarWinds and Squared Up; promptly respond to outages and incidents.
• Provide first-line investigation and diagnosis of network incidents; log details and prioritize.
• Coordinate with network staff and vendors to restore service after outages.
• Communicate incident status via defined templates and maintain network hotline during coverage hours.
• Update network operation and knowledgebase documentation.
• Participate in disaster recovery and routine tasks.

Skills

Customer service

Communication skills

Troubleshooting

Incident management

Ticketing software

Call center experience

Time management

Tools

ServiceNow

SolarWinds

Squared Up

Job description

Sedna Consulting Group seeks a NOC Communications Specialist for an on-site Harrisburg position. The role covers after-hours/weekend Level 1 network support, ticket creation and escalation, and coordination with Commonwealth staff and vendors.

You will monitor networks and assist with restoration efforts, maintaining documentation and following established procedures. The schedule is full-time (Saturday–Wednesday, 12:00am–8:30am with an unpaid lunch).