NOC/IT/System/Computer/Helpdesk Specialist (3rd Shift Saturday–Wednesday, 12:00 AM–8:30 AM)
Inabia Software & Consulting Inc.
·Yesterday
- Location
- Harrisburg, PA
- Type
- Contract
- Department
- IT
- Experience
- 2+ years
- Closing date
- Today
- Source
- ApplyToJob
Description
Key Responsibilities
End-User & Network Support
End-User & Network Support
- Answer inbound calls regarding network and IT issues from Commonwealth employees, vendors, and business partners.
- Provide first-line troubleshooting and technical support.
- Create, document, update, and escalate ServiceNow trouble tickets.
- Escalate issues to Tier 2/Tier 3 engineers, Commonwealth IT staff, vendors, or third-party service providers as appropriate.
- Research knowledgebase articles, reference documentation, and diagnostic aids to resolve issues.
- Follow established Service Desk, NOC, and Commonwealth standard operating procedures.
- Promptly identify and escalate high-priority incidents.
- Monitor Commonwealth network sites and network-connected hardware using tools such as SolarWinds and SquaredUp.
- Monitor network status, alerts, alarms, and attached network assets.
- Perform first-line investigation and diagnosis of network incidents.
- Respond to outages and system failures according to established escalation procedures.
- Document incident details, priorities, actions taken, and escalation information.
- Assign unresolved incidents to appropriate higher-tier support teams or service providers.
- Coordinate with network engineers, vendors, and service providers to assist with service restoration.
- Actively monitor the ServiceNow ticket queue.
- Monitor designated Commonwealth email accounts for network/event notifications and initiate appropriate action.
- Proactively identify potential problems and initiate the appropriate response.
- Serve as the primary after-hours network contact for Commonwealth employees and business partners.
- Provide professional and courteous customer service over the phone.
- Perform enterprise incident communications using approved processes and templates.
- Provide network status updates according to established procedures.
- Maintain accurate and timely incident documentation.
- Communicate effectively with Commonwealth staff, network engineers, vendors, and third-party providers.
- Assist network engineers and technicians with outstanding operational tasks.
- Update network operations and knowledgebase documentation.
- Participate in disaster recovery activities.
- Complete assigned operational and administrative tasks.
- Follow established quality and compliance standards.
- 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.
- Ability to adapt to changing priorities and operational requirements.
- 2+ years of experience in one or more of the following:
- Systems Administration
- Help Desk / Service Desk
- NOC / Network Operations
- Technical Support
- IT Call Center
- Experience working with ServiceNow.
- Experience supporting network incidents or monitoring environments.
- Experience with SolarWinds, SquaredUp, or similar network monitoring tools.
- Experience working in a 24x7 NOC, service desk, or IT operations environment.
- Familiarity with network troubleshooting and escalation procedures.
Skills
ServiceNowComplianceCustomer Service