NOC Communications Specialist

vTech Solution; Washington; On-site; USD 55,000 - 75,000; Full time

Job summary

The OA/ETSO - NOC Communications Specialist on the 2nd shift provides crucial after-hours network monitoring and first-line technical support for Commonwealth of Pennsylvania agencies. This on-site role at the Commonwealth Technology Center in Harrisburg, PA, requires handling incidents, communicating with end-users and vendors, and ensuring the continuity of network services during evening hours.

You will collaborate with engineers, IT staff, and service providers to resolve issues promptly,

Qualifications

• Excellent written and verbal communication and phone etiquette.
• Ability to support end-users with varying IT skill levels and troubleshoot issues.
• Experience with incident management, call tracking, and ticketing software, preferably ServiceNow.
• Ability to follow established operating procedures and knowledgebase documentation accurately.

Responsibilities

• Answer inbound calls regarding network issues from Commonwealth employees, vendors, and contractors.
• Create and elevate ServiceNow trouble tickets to appropriate engineering or support teams.
• Monitor network status and hardware using tools like Solar Winds and Squared Up.
• Respond to outages and system failures following established escalation procedures.
• Provide first-line investigation and diagnosis of network incidents, logging and prioritizing all details.
• Coordinate with network staff, vendors, and third-party providers for service restoration.
• Maintain and update network operation and knowledgebase documentation.
• Perform Enterprise Incident communications using approved processes and templates.
• Participate in disaster recovery activities and complete assigned operational tasks.
• Proactively identify and resolve network problems and monitor ServiceNow ticket queues and relevant email accounts.

Skills

Excellent written and verbal comms

Phone etiquette

Incident management

Ticketing software

SOPs and knowledgebase

Customer service mindset

Tools

ServiceNow

Job description

Job Summary:

The OA/ETSO - NOC Communications Specialist on the 2nd shift provides crucial after-hours network monitoring and first-line technical support for Commonwealth of Pennsylvania agencies. This role involves handling network incidents, communicating with end-users and vendors, and ensuring the continuity and reliability of network services during evening and weekend hours. The specialist works on-site and collaborates closely with engineers, IT staff, and service providers to resolve issues promptly and maintain network operations.

Responsibilities:

• Answer inbound calls regarding network issues from Commonwealth employees, vendors, and contractors.
• Create and elevate ServiceNow trouble tickets to appropriate engineering or support teams.
• Monitor network status and hardware using tools like Solar Winds and Squared Up.
• Respond to outages and system failures following established escalation procedures.
• Provide first-line investigation and diagnosis of network incidents, logging and prioritizing all details.
• Coordinate with network staff, vendors, and third-party providers for service restoration.
• Maintain and update network operation and knowledgebase documentation.
• Perform Enterprise Incident communications using approved processes and templates.
• Participate in disaster recovery activities and complete assigned operational tasks.
• Proactively identify and resolve network problems and monitor ServiceNow ticket queues and relevant email accounts.

Required Skills & Certifications:

• Excellent written and verbal communication skills with strong phone etiquette.
• Ability to support end-users with varying IT skill levels and troubleshoot or eliminate issues efficiently.
• Experience with incident management, call tracking, and ticketing software, preferably ServiceNow.
• Ability to follow established operating procedures and knowledgebase documentation accurately.
• Detail-oriented, resourceful, and adaptable to change.
• Strong organizational skills and customer service mindset.

Preferred Skills & Certifications:

• Minimum of 2 years previous experience as a systems administrator, help desk technician, or call center support.

Special Considerations:

• Position requires on-site presence at the Commonwealth Technology Center in Harrisburg, PA.
• Must be willing and able to work the 2nd shift hours and live in the Harrisburg area.

Scheduling:

• 2nd shift schedule: Saturday through Wednesday, 4:00 PM to 12:30 AM.
• Thursday and Friday are days off.
• Full-time position with a 37.5-hour work week.