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

Software Technology Inc; United States; On-site; USD 48,000 - 65,000; Full time

Job summary

Software Technology Inc is seeking a PM Network Operational Monitoring specialist for 2nd shift in Harrisburg. The role focuses on end-user IT/network support, ticketing via ServiceNow, and rapid issue resolution for Commonwealth staff and partners.

You will handle incidents, monitor networks, escalate where needed, and contribute to knowledge base updates and disaster recovery efforts.

Qualifications

• Excellent written and verbal communication skills.
• Ability to provide end-user support with varying IT skill levels.
• Experience with incident management and ticketing systems.
• Familiarity with ITIL-oriented service desk processes.

Responsibilities

• Answer inbound calls concerning network issues from Commonwealth staff and vendors.
• Create and escalate ServiceNow tickets to engineers and third-party providers.
• Monitor network tools and respond to outages or incidents.
• Provide first-line investigation and diagnosis of network incidents.
• Escalate after-hours issues and coordinate restoration.
• Update documentation and knowledge bases, and assist with disaster recovery.

Skills

End-user support

Phone etiquette

Communication skills

Incident management

ServiceNow

Call tracking

Ticketing software

Disaster recovery

Organization

Adapt to change

Tools

ServiceNow

Job description

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 Harrisburg area.

The Commonwealth of Pennsylvania has agencies that provide 24/7 services to its citizens. The PM Network Operational Monitoring position will provide first line network technical support to employees and business partners by calling the Enterprise Network Operation 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.

Role Description:

End-user Support

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

Creates and escalates Service Now 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.

Research 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 escalate high priority issues.

Monitoring & Maintenance

Utilize network management tools, such as Solar Winds 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

• SkillRequired /DesiredAmountof ExperiencePrevious systems administrator, help desk and/or call center experienceHighly desired2Years
• Experience with incident management, call tracking and ticketing software (preferably ServiceNow)Required0
• Ability to support end users with varying IT skillsetsRequired0
• Ability to troubleshoot end-user issues and/or elevate as needed for quick resolutionRequired0
• Excellent communication skills (written and oral)Required0