Network Service Desk Analyst — Incident Triage & 24/7 Support

Software Technology, Inc.; Harrisburg (Dauphin County); On-site; USD 42,000 - 66,000; Full time

Job summary

Software Technology, Inc. in Harrisburg seeks an IT Help Desk/Network Support professional to answer inbound calls about network issues, document incidents in ServiceNow, and escalate to engineers for rapid resolution.

You will monitor remote sites with SolarWinds and Squared Up, follow knowledge base procedures, communicate status updates, and ensure after-hours escalation is handled to keep end-users informed and issues resolved.

Qualifications

• 2+ years with systems administrator, help desk, or call center experience.
• Experience handling IT/network incidents and escalation procedures.

Responsibilities

• Answer inbound phone calls concerning network issues from Commonwealth employees and vendors.
• Create and escalate ServiceNow trouble tickets to Engineers and third-party providers to resolve issues quickly.
• Work with NOC T2 Engineers and Commonwealth staff for issue resolution.
• Research reference publications and diagnostic aids to resolve end-user issues.
• Follow IT Service Desk and Network Operator Knowledge Base procedures and suggest improvements.
• Escalate high-priority issues promptly.

Skills

ServiceNow ticketing

Incident management

Customer service

Network monitoring

Tools

ServiceNow

SolarWinds

Squared Up

Job description

Software Technology, Inc. in Harrisburg seeks an IT Help Desk/Network Support professional to answer inbound calls about network issues, document incidents in ServiceNow, and escalate to engineers for rapid resolution.

You will monitor remote sites with SolarWinds and Squared Up, follow knowledge base procedures, communicate status updates, and ensure after-hours escalation is handled to keep end-users informed and issues resolved.