Night NOC & Helpdesk Specialist

ATC; Harrisburg (Dauphin County); Presencial; USD 28.000 - 39.000; Jornada completa

Descripción de la vacante

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.

Formación

• 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.

Responsabilidades

• 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.

Conocimientos

Communication skills

Phone etiquette

Customer support

SOP adherence

Detail oriented

Organizational skills

Troubleshoot issues

Incident management

Ticketing experience

Descripción del empleo

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.