Helpdesk specialist (3rd shift - onsite)

ATC; Harrisburg (Dauphin County); In loco; USD 28.000 - 39.000; Tempo pieno

Descrizione del lavoro

CTC in Harrisburg is seeking a dedicated NOC Communications Specialist to provide after-hours Level 1 support for Commonwealth employees. You will handle end-user network issues, create and escalate Service Now tickets, and work with T2 engineers and third-party providers to resolve outages efficiently.

The role emphasizes strong communication, rigorous adherence to procedures, and proactive problem resolution in a 37.5-hour weekly schedule from Wednesday to Sunday, with an unpaid lunch break.

Competenze

• Excellent written and spoken communication.
• Strong phone etiquette and clear articulation.
• Ability to support end-users with varying IT skills.
• Ability to follow established procedures and SOPs.
• Detail-oriented and resourceful with good organizational skills.
• Able to troubleshoot end-user issues and escalate when needed.
• Experience with incident management, call tracking, and ticketing software.

Mansioni

• Answer inbound phone calls regarding network issues from Commonwealth employees and vendors.
• Create and escalate Service Now tickets to engineers and third-party providers.
• Coordinate with NOC Engineers and Commonwealth staff to resolve issues.
• Update reference materials and diagnostic aids to resolve end-user issues.
• Escalate after-hours incidents to appropriate staff for resolution.
• Monitor remote sites using network tools to detect outages or degradations.
• Maintain Service Now queue and monitor Commonwealth email alerts.
• Assist network engineers with ongoing tasks and document knowledgebase updates.

Conoscenze

Communication skills

Phone etiquette

Customer support

SOP adherence

Detail oriented

Organizational skills

Troubleshoot issues

Incident management

Ticketing experience

Descrizione del lavoro

37.5 hour per week schedule: Wednesday through Sunday - 12:00am-8:30am with an hour unpaid lunch

On-site position at CTC. Candidates must be local to Harrisburg area.

The Commonwealth of Pennsylvania has agencies that provide 24/7 services to its citizens. The PM Network Operational Monitoring position will provide first line network technical support to employees and business partners by calling the Enterprise Network Operation Monitoring Network Service Desk outside of regular business hours. This position requires a technical individual with a customer-service-minded approach to dealing with Commonwealth Agency staff and IT teams. The individual will work closely with Commonwealth staff, vendors, service providers and IT staff, but must also be able to work independently, multitask by prioritizing and managing their own workload, and able to ensure prompt service and end-user issue resolution.

The NOC Communications Specialist provides after-hour and weekend hours Level 1 Support by performing the skills listed below.

Role Description:

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.
• 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 elevate 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.