Communications Specialist - Harrisburg, PA

STI; Harrisburg (Dauphin County); On-site; USD 25,000 - 36,000; Full time

Job summary

STI is seeking an experienced IT Help Desk/Network Support professional to handle inbound calls from Commonwealth employees, create and escalate ServiceNow tickets, and coordinate with NOC T2 engineers and vendors. You will monitor and maintain Commonwealth networks, document incidents, and follow established knowledgebase procedures with a strong focus on customer service.

Responsibilities include rapid incident escalation, using network monitoring tools, and providing clear communications

Qualifications

• Excellent written and spoken communication.
• Ability to support end-users with varying IT skillsets.
• Follow established operation and knowledgebase documentation and procedures.
• Ability to adapt to change.
• Detail oriented and resourceful.
• Excellent organizational skills.
• Ability to troubleshoot end-user issues and escalate as needed.
• Experience with incident management, call tracking, and ticketing software.
• Preferred 2+ years as systems administrator, help desk, and/or call center experience.

Responsibilities

• Answer inbound phone calls concerning network issues and document issues.
• Create and escalate ServiceNow tickets to engineers and third-party providers to resolve IT/network problems.
• Coordinate with NOC T2 engineers, Commonwealth staff, and contractors as needed.
• Research reference materials to help resolve end-user issues.
• Follow IT Service Desk procedures and knowledgebase guidelines, suggesting improvements.
• Promptly and properly escalate high priority issues.
• Utilize network monitoring tools to observe remote sites and network assets.

Skills

Communication

Phone etiquette

End-user support

Follow procedures

Adaptability

Attention to detail

Organization

Troubleshooting

Incident management

Help desk experience

Tools

ServiceNow

SolarWinds

Squared Up

Job description

• Answer inbound phone calls concerning network issues from Commonwealth employees, and LEC/Last User Contract, LUC, vendors.
• Creates and escalates Service Now trouble tickets to Engineers, tier two Commonwealth staff, and/or third-party service providers to ensure the quick resolution of IT/Network issues.
• Works with NOC T2 Engineers, Commonwealth staff and contracted personnel, and/or third-party providers as needed.
• Research and updates reference publications and diagnostic aids to seek information necessary to resolve end-user issues as needed.
• Follows IT Service Desk and Network Operator Knowledgebase procedures and makes recommendations when improvements are needed.
• Promptly and properly escape high priority issues.

End-user Support

• Answer inbound phone calls concerning network issues from Commonwealth employees, and LEC/Last User Contract, LUC, vendors.
• Creates and escalates Service Now trouble tickets to Engineers, tier two Commonwealth staff, and/or third-party service providers to ensure the quick resolution of IT/Network issues.
• Works with NOC T2 Engineers, Commonwealth staff and contracted personnel, and/or third-party providers as needed.
• Research and updates reference publications and diagnostic aids to seek information necessary to resolve end-user issues as needed.
• Follows IT Service Desk and Network Operator Knowledgebase procedures and makes recommendations when improvements are needed.
• Promptly and properly escape high priority issues.

Monitoring & Maintenance

• Utilize network management tools, such as Solar Winds and Squared up, to monitor remote sites network and hardware.
• Actively monitors the status of Commonwealth networks and attached network assets using established tools and promptly initiates appropriate actions.
• Responds to outages and system failures using established escalation processes.
• Provide first-line investigation and diagnosis of network incidents, logging all details and prioritization of incidents.
• Escalate after hours incidents to staff for resolution.
• Promptly assign unresolved incidents to higher Tier support or LUC providers to coordinate restoration of service and obtain the necessary information for recording/tracking the outage or degradation of service.
• Coordinate with network staff and various vendors to assist with service restoration based on alarm conditions.
• Actively monitors the Service Now ticket queue.
• Monitors appropriate Commonwealth email accounts for any event messages and initiates action as needed.
• Proactively identifies and resolves problems.

Communication

• Acts as the primary network contact for Commonwealth employees and business partners outside of regular business hours.
• Perform Enterprise Incident communications using defined process and approved template.
• Monitors the network hotline during coverage hours.
• Issues network status updates using established procedures.
• Follows quality standards and displays strong customer service skills.

Routine Tasks

• Assists the network engineers and technicians with outstanding tasks.
• Updates network operation and knowledgebase documentation.
• Participates in disaster recovery.
• Completes assigned tasks.

Required Skills

• Possesses excellent communication skills; both written and spoken.
• Ability to be clearly understood and has excellent phone etiquette.
• Ability to support end-users with varying IT skillsets.
• Ability to follow directions, especially when using established operation and knowledgebase documentation, and Commonwealth standard operating procedures.
• Ability to adapt to change.
• Detail oriented and resourceful.
• Excellent organizational skills.
• Ability to troubleshoot end-user issues and/or escape as needed to ensure quick resolution.
• Experience with incident management, call tracking, and ticketing software.
• Preferred 2+ years previous systems administrator, help desk, and/or call center experience.