Job Title: Network Communications Specialist
Contract Duration: 2 months, possible extension
Location: Harrisburg, PA
Work Arrangement: Onsite
Schedule: 1st Shift: Wednesday through Sunday, 8:00 AM to 4:30 PM
Monday and Tuesday off
Pay Range: $21 – $25/hr
Summary
The PM Network Operational Monitoring position provides 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 supporting Commonwealth agency staff and IT teams. The individual will work closely with Commonwealth staff, vendors, service providers, and IT personnel, while also being able to work independently, multitask, prioritize and manage workloads, and ensure prompt service and end-user issue resolution.
The NOC Communications Specialist provides after-hours and weekend Level 1 support by performing the responsibilities listed below.
Responsibilities
End-User Support
- Answer inbound phone calls regarding network issues from Commonwealth employees and LEC/Last User Contract (LUC) vendors.
- Create and escalate ServiceNow trouble tickets to engineers, Tier 2 Commonwealth staff, and/or third-party service providers to ensure timely resolution of IT and network issues.
- Work with NOC Tier 2 Engineers, Commonwealth staff, contracted personnel, and third-party providers as needed.
- Research and update reference publications and diagnostic aids to obtain information necessary to resolve end-user issues.
- Follow IT Service Desk and Network Operator knowledge base procedures and recommend improvements when needed.
- Promptly and appropriately escalate high-priority issues.
Monitoring & Maintenance
- Utilize network management tools such as SolarWinds and SquaredUp to monitor remote site networks and hardware.
- Actively monitor the status of Commonwealth networks and connected network assets using established tools and promptly initiate appropriate actions.
- Respond to outages and system failures using established escalation processes.
- Provide first-line investigation and diagnosis of network incidents, documenting all details and prioritizing incidents appropriately.
- Escalate after-hours incidents to staff for resolution.
- Assign unresolved incidents to higher-tier support or LUC providers to coordinate service restoration and obtain necessary information for tracking outages or service degradation.
- Coordinate with network staff and vendors to assist with service restoration based on alarm conditions.
- Actively monitor the ServiceNow ticket queue.
- Monitor appropriate Commonwealth email accounts for event notifications and initiate action as needed.
- Proactively identify and resolve problems.
Communication
- Serve as the primary network contact for Commonwealth employees and business partners outside of regular business hours.
- Perform Enterprise Incident communications using defined processes and approved templates.
- Monitor the network hotline during coverage hours.
- Issue network status updates using established procedures.
- Follow quality standards and demonstrate strong customer service skills.
Routine Tasks
- Assist network engineers and technicians with outstanding tasks.
- Update network operations and knowledge base documentation.
- Participate in disaster recovery activities.
- Complete assigned tasks.
Required Skills
- Excellent written and verbal communication skills.
- Ability to communicate clearly and maintain professional phone etiquette.
- Ability to support end users with varying levels of IT knowledge and experience.
- Ability to follow directions and adhere to established operational procedures, knowledge base documentation, and Commonwealth standard operating procedures.
- Ability to adapt to change.
- Detail-oriented and resourceful.
- Strong organizational skills.
- Ability to troubleshoot end-user issues and escalate when necessary to ensure timely resolution.
- Experience with incident management, call tracking, and ticketing software.
- Preferred: 2+ years of systems administration, help desk, and/or call center experience.
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