NOC Communications Specialist — On-site IT Support (Harrisburg)

RICEFW Technologies Inc

Minnesota

Hybrid

USD 52,000 - 68,000

Full time

14 days+

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Job summary

RICEFW Technologies Inc is seeking an OA/ETSO – NOC Communications Specialist for an on-site role at CTC in Harrisburg. The position is full-time (37.5 hours/week) with a schedule Wednesday through Sunday, 8:00 a.m. to 4:30 p.m., with a one-hour unpaid lunch.

The role provides first-line network technical support to Commonwealth employees and partners, requiring a customer-service mindset. You will work with NOC engineers and vendors to ensure prompt service and end-user issue resolution while

Responsibilities

End-User Support: Answer inbound phone calls concerning network issues from Commonwealth employees and LEC/Last User Contract (LUC) vendors.
End-User Support: Create and escalates ServiceNow trouble tickets to Engineers, tier-two Commonwealth staff, and/or third-party service providers to ensure quick resolution of IT/Network issues.
End-User Support: Work with NOC T2 Engineers, Commonwealth staff and contracted personnel, and/or third-party providers as needed.
End-User Support: Research and update reference publications and diagnostic aids to seek information necessary to resolve end-user issues as needed.
End-User Support: Follow IT Service Desk and Network Operator Knowledgebase procedures and make recommendations when improvements are needed.
End-User Support: Promptly and properly escalates high-priority issues.
Monitoring & Maintenance: Utilize network management tools, such as SolarWinds and Squared Up, to monitor remote sites network and hardware.