End-User Support - Onsite

S R INTERNATIONAL INC; Harrisburg (Dauphin County); In loco; USD 27.000 - 39.000; Tempo pieno

Descrizione del lavoro

S R International Inc. in Harrisburg, PA, seeks a NOC Communications Specialist for the 3rd shift to provide after-hours Level 1 support for Commonwealth employees and partners onsite.

You will monitor networks, handle ServiceNow tickets, and coordinate with engineers while maintaining a strong customer-service focus. The role is full-time, onsite at 1 Technology Park, Harrisburg, with a 37.5-hour week and weekend coverage.

Competenze

• Technical aptitude with a customer-service focus.
• Ability to work independently in a fast-paced 24/7 support environment.
• Strong communication and collaboration skills.
• Willingness to work overnight and weekend shifts onsite.

Mansioni

• Provide first-line, after-hours and weekend Level 1 technical support for network issues to Commonwealth employees and business partners.
• Answer inbound calls regarding network issues from employees, vendors, and service providers.
• Create and escalate ServiceNow trouble tickets to engineers, Tier 2 staff, and third-party providers for prompt resolution.
• Collaborate with NOC Tier 2 engineers, Commonwealth staff, contracted personnel, and third-party providers as required.
• Utilize network monitoring tools (e.g., Solar Winds, Squared Up) to monitor remote site networks and hardware status.
• Research and update reference materials and diagnostic aids to support issue resolution.
• Follow IT Service Desk and Network Operator Knowledgebase procedures; recommend process improvements.
• Promptly elevate high-priority and unresolved issues.
• Maintain strong customer service focus while managing and prioritizing workload independently.

Conoscenze

Technical aptitude

Customer service

Communication

Independent work

Overnight shifts

Descrizione del lavoro

Job Summary – NOC Communications Specialist (3rd Shift) – Commonwealth of PA

• Position: Network Operations Center (NOC) Communications Specialist – 3rd Shift (End-user Support)
• Location: Onsite, 1 Technology Park, Harrisburg, PA 171101 (Local candidates only)
• Schedule: Full-time, 37.5 hours/week, Saturday–Wednesday, 12:00am–8:30am (1-hour unpaid lunch)
• Duration: Through 12/31/2026 (Possible extension)
• Pay Rate: $24/hr W2

Key Responsibilities:

• Provide first-line, after-hours and weekend Level 1 technical support for network issues to Commonwealth employees and business partners.
• Answer inbound calls regarding network issues from employees, vendors, and service providers.
• Create and escalatie ServiceNow trouble tickets to engineers, Tier 2 staff, and third-party providers for prompt resolution.
• Collaborate with NOC Tier 2 engineers, Commonwealth staff, contracted personnel, and third-party providers as required.
• Utilize network monitoring tools (e.g., Solar Winds, Squared Up) to monitor remote site networks and hardware status.
• Research and update reference materials and diagnostic aids to support issue resolution.
• Follow IT Service Desk and Network Operator Knowledgebase procedures; recommend process improvements.
• Promptly elevate high-priority and unresolved issues.
• Maintain strong customer service focus while managing and prioritizing workload independently.

Required Attributes:

• Technical aptitude with a focus on customer service.
• Ability to work independently and multitask in a fast-paced, 24/ 7 support environment.
• Strong communication and collaboration skills.
• Willingness to work overnight and weekend shifts onsite.