Network Support Specialist: IT Service Desk

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

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