OA/ETSO - NOC Comms Specialist *2nd Shift*

Morph Enterprise; Harrisburg (Dauphin County); On-site; USD 48,000 - 64,000; Full time

Job summary

Morph Enterprise is seeking a NOC Communications Specialist for after-hours and weekend coverage in Harrisburg. This on-site role provides first-line network and IT support to Commonwealth staff and partners, handling incidents, tickets, and monitoring tasks.

You will use ServiceNow, SolarWinds, and Squared Up to monitor and resolve issues, escalating as needed while maintaining clear communication with stakeholders and ensuring timely service restoration.

Qualifications

• Excellent written and spoken communication.
• Ability to be clearly understood with good phone etiquette.
• Ability to support end-users with varying IT skillsets.
• Ability to follow established procedures and knowledgebase.
• Ability to adapt to change and stay organized.
• Detail-oriented and resourceful.

Responsibilities

• Provide first-line end-user IT/network support via phone and ticketing.
• Create and escalate ServiceNow tickets to engineers and vendors.
• Coordinate with NOC teams and third-party providers for issue resolution.
• Update knowledgebase and documentation; participate in disaster recovery.
• Escalate high-priority incidents promptly and coordinate resolutions.
• Monitor networks and assets using monitoring tools; respond to outages.

Skills

Communication skills

Customer service

End-user support

Ticketing software

ServiceNow

SolarWinds

Squared Up

Multitasking

Off-hours work

Documentation

Tools

ServiceNow

SolarWinds

Squared Up

Job description

AM-Brian Gross

Full-time, 37.5-hour-per-week schedule: 2nd shift opening has hours Saturday through Wednesday, 1600-0030, with Thursday and Friday off.

On-site position at CTC. Candidates must be local to the Harrisburg area.

The PM Network Operational Monitoring position will provide first-line network technical support to employees and business partners by calling the Enterprise Network Operations Monitoring Network Service Desk outside of regular business hours. This position requires a technical individual with a customer-service-minded approach to dealing with Commonwealth Agency staff and IT teams. The individual will work closely with Commonwealth staff, vendors, service providers, and IT staff, but must also be able to work independently, multitask by prioritizing and managing their own workload, and able to ensure prompt service and end-user issue resolution.

The NOC Communications Specialist provides after-hours and weekend Level 1 Support by performing the skills listed below.

Role Description:

End-user Support

Answers inbound phone calls concerning network issues from Commonwealth employees and LEC/Last User Contract (LUC, vendors.

Creates and escalates ServiceNow trouble tickets to Engineers, tier two Commonwealth staff, and/or third-party service providers to ensure the quick resolution of IT/Network issues.

Works with NOC T2 Engineers, Commonwealth staff, and contracted personnel, and/or third-party providers as needed.

Researches and updates reference publications and diagnostic aids to seek information necessary to resolve end-user issues as needed.

Follows IT Service Desk and Network Operator Knowledgebase procedures and makes recommendations when improvements are needed.

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.

Actively monitors the status of Commonwealth networks and attached network assets using established tools and promptly initiates appropriate actions.

Responds to outages and system failures using established escalation processes.

Provide first-line investigation and diagnosis of network incidents, logging all details and prioritization of incidents.

Escalate after hours incidents to staff for resolution.

Promptly assign unresolved incidents to higher Tier support or LUC providers to coordinate restoration of service and obtain the necessary information for recording/tracking the outage or degradation of service.

Coordinate with network staff and various vendors to assist with service restoration based on alarm conditions.

Actively monitors the Service Now ticket queue.

Monitors appropriate Commonwealth email accounts for any event messages and initiates action as needed.

Proactively identifies and resolves problems.

Communication

Acts as the primary network contact for Commonwealth employees and business partners outside of regular business hours.

Perform Enterprise Incident communications using defined process and approved template.

Monitors the network hotline during coverage hours.

Issues network status updates using established procedures.

Follows quality standards and displays strong customer service skills.

Routine Tasks

Assists the network engineers and technicians with outstanding tasks.

Updates network operation and knowledgebase documentation.

Participates in disaster recovery.

Completes assigned tasks.

Required Skills

Possesses excellent communication skills; both written and spoken.

Ability to be clearly understood and has excellent phone etiquette.

Ability to support end-users with varying IT skillsets.

Ability to follow directions, especially when using established operation and knowledgebase documentation, and Commonwealth standard operating procedures.

Ability to adapt to change.

Detail oriented and resourceful.

Excellent organizational skills.

Ability to troubleshoot end-user issues and/or elevate as needed to ensure quick resolution.

Experience with incident management, call tracking, and ticketing software.

Preferred 2+ years previous systems administrator, help desk, and/or call center experience.

Required/Desired Skills Skill Required /Desired Amount of Experience Previous systems administrator, help desk and/or call center experience Highly desired 2 Years Experience with incident management, call tracking and ticketing software (preferably ServiceNow) Required 0 Ability to support end users with varying IT skillsets Required 0 Ability to troubleshoot end-user issues and/or elevate as needed for quick resolution Required 0 Excellent communication skills (written and oral) Required 0

Questions No. Question Question1 2nd shift opening has hours Saturday through Wednesday 1600-0030 with Thursday and Friday off. Does candidate accept? Question2 This is an on-site position at the Commonwealth Technology Center - 1 Technology Park, Hbg, PA 171101 - Is your candidate willing and able to report on-site at this location? Question3 Vendor rate is XXX, do you accept?