Night NOC & Help Desk Analyst - 3rd Shift (Onsite)

Inabia-Software-; Harrisburg (Dauphin County); On-site; USD 44,000 - 50,000; Full time

Job summary

Commonwealth of Pennsylvania in Harrisburg seeks a technically proficient NOC Communications Specialist to provide Level 1 network and end-user support during overnight and weekend hours. This role acts as the primary after-hours contact for employees, business partners, vendors, and IT teams facing network issues.

The ideal candidate will troubleshoot basic network and end-user problems, monitor networks with SolarWinds and SquaredUp, create and escalate ServiceNow tickets, and follow

Qualifications

• Excellent verbal and written communication skills.
• Strong customer-service orientation and phone etiquette.
• Ability to follow SOPs and knowledgebase documentation.
• Proven troubleshooting and problem-solving skills.
• Experience with incident management, call tracking, and ticketing systems.

Responsibilities

• Answer inbound calls from Commonwealth staff and partners.
• Provide first-line troubleshooting and technical support.
• Create, document, update, and escalate ServiceNow tickets.
• Escalate issues to Tier 2/Tier 3 engineers, Commonwealth IT staff, vendors, or third-party providers.
• Research knowledgebase articles, reference documentation, and diagnostic aids to resolve issues.
• Follow established Service Desk, NOC, and Commonwealth procedures.

Skills

Communication skills

Customer service

Troubleshooting

Multitasking

Ticketing systems

ServiceNow

Overnight shift

Independence

NOC/Help Desk experience

Tools

ServiceNow

SolarWinds

SquaredUp

Job description

Commonwealth of Pennsylvania in Harrisburg seeks a technically proficient NOC Communications Specialist to provide Level 1 network and end-user support during overnight and weekend hours. This role acts as the primary after-hours contact for employees, business partners, vendors, and IT teams facing network issues.

The ideal candidate will troubleshoot basic network and end-user problems, monitor networks with SolarWinds and SquaredUp, create and escalate ServiceNow tickets, and follow