NOC Help Desk Analyst — Overnight 3rd Shift (Onsite)

Socket.dev; Harrisburg (Dauphin County); On-site; USD 39,000 - 52,000; Full time

Job summary

Commonwealth of Pennsylvania seeks a technically strong NOC Communications Specialist to provide Level 1 network and end-user support during overnight and weekend hours. This 100% onsite contract role is based in Harrisburg, PA and focuses on incident management, monitoring, and rapid escalation.

The candidate will handle ServiceNow tickets, network monitoring with SolarWinds/SquaredUp, and coordination with engineers and vendors to restore service efficiently.

Qualifications

• Excellent verbal and written communication skills.
• Strong phone etiquette and ability to communicate clearly with users of varying technical skill levels.
• Customer-service-oriented approach to technical support.
• Ability to follow established procedures, SOPs, and knowledgebase documentation.
• Strong troubleshooting and problem-solving skills.
• Ability to determine when an issue should be escalated and ensure timely escalation.
• Experience with incident management, call tracking, and ticketing systems.
• Strong attention to detail and organizational skills.
• Ability to multitask and prioritize competing issues.
• Ability to work independently during overnight/after-hours operations.

Responsibilities

• Provide first-line IT and network support during overnight/weekend hours.
• Create, document, update, and elevate ServiceNow trouble tickets.
• Escalate issues to Tier 2/3 engineers and Commonwealth staff as needed.
• Monitor networks with SolarWinds and SquaredUp; respond to outages.
• Document incident details and actions taken; maintain knowledgebase.
• Coordinate with engineers, vendors, and service providers for service restoration.
• Maintain 24x7 incident communications using approved templates.

Skills

Communication skills

Phone etiquette

Customer service

SOP adherence

Troubleshooting

Escalation

Incident management

Ticketing systems

Attention to detail

Multitasking

Independent work

Tools

ServiceNow

SolarWinds

SquaredUp

Job description

Commonwealth of Pennsylvania seeks a technically strong NOC Communications Specialist to provide Level 1 network and end-user support during overnight and weekend hours. This 100% onsite contract role is based in Harrisburg, PA and focuses on incident management, monitoring, and rapid escalation.

The candidate will handle ServiceNow tickets, network monitoring with SolarWinds/SquaredUp, and coordination with engineers and vendors to restore service efficiently.