Service Desk Analyst - 3rd Shift

Software Technology, Inc.; Harrisburg (Dauphin County); On-site; USD 42,000 - 66,000; Full time

Job summary

Software Technology, Inc. in Harrisburg seeks an IT Help Desk/Network Support professional to answer inbound calls about network issues, document incidents in ServiceNow, and escalate to engineers for rapid resolution.

You will monitor remote sites with SolarWinds and Squared Up, follow knowledge base procedures, communicate status updates, and ensure after-hours escalation is handled to keep end-users informed and issues resolved.

Qualifications

• 2+ years with systems administrator, help desk, or call center experience.
• Experience handling IT/network incidents and escalation procedures.

Responsibilities

• Answer inbound phone calls concerning network issues from Commonwealth employees and vendors.
• Create and escalate ServiceNow trouble tickets to Engineers and third-party providers to resolve issues quickly.
• Work with NOC T2 Engineers and Commonwealth staff for issue resolution.
• Research reference publications and diagnostic aids to resolve end-user issues.
• Follow IT Service Desk and Network Operator Knowledge Base procedures and suggest improvements.
• Escalate high-priority issues promptly.

Skills

ServiceNow ticketing

Incident management

Customer service

Network monitoring

Tools

ServiceNow

SolarWinds

Squared Up

Job description

• 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 Knowledge base procedures and makes recommendations when improvements are needed.
• Promptly and properly escalates 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.
• 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 skill sets.
• Ability to follow directions, especially when using established operation and knowledge base 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.