NOC Communications Specialist | Harrisburg local | ServiceNow |NOC/Help Desk | Network support - Inabia Software & Consulting Inc.

Role: OA/ETSO - NOC Communications Specialist

Client: Commonwealth of Pennsylvania

Location: Harrisburg, PA - 100% Onsite at CTC

Schedule: Saturday-Wednesday, 12:00 AM-8:30 AM

Lunch: 1-hour unpaid lunch

Hours: 37.5 hours/week

Employment Type: Contract

Pay Rate: $32.66/hr pay

Visa: No EAD - all other U.S. work authorizations are acceptable

Local Requirement: Candidates local to the Harrisburg, PA area are strongly preferred. Candidates willing to relocate to Harrisburg may also be considered.

Position Overview

Our client, the Commonwealth of Pennsylvania, is seeking a technically strong and customer-service-oriented NOC Communications Specialist to provide Level 1 network and end-user support during overnight and weekend hours.

This position serves as a primary after-hours contact for Commonwealth employees, business partners, vendors, and IT teams experiencing network-related issues.

The ideal candidate should be comfortable working independently during an overnight shift, troubleshooting basic network and end-user issues, monitoring network environments, creating and escalating ServiceNow tickets, and following established procedures and knowledgebase documentation.

Key Responsibilities

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.

Please screen for the following before submitting:

• Harrisburg, PA local candidates strongly preferred.
• Must be willing to work 100% onsite at CTC.
• Must be available for the exact Saturday-Wednesday, 12:00 AM-8:30 AM third-shift schedule.
• Must be comfortable with overnight/weekend work.
• Must have strong verbal communication and phone support skills.
• Must have experience with ticketing/incident management systems; ServiceNow is strongly preferred.
• Help Desk, NOC, Systems Administration, or technical support experience is preferred.
• No EAD. All other U.S. work authorization types are acceptable.
• Candidates outside Pennsylvania should be willing to relocate to the Harrisburg area before starting.
• Candidate must be able to work independently and follow established Commonwealth procedures and escalation processes.

The strongest candidate will be a Help Desk, NOC, Technical Support, or Junior Systems Administrator professional with 2+ years of experience who has strong communication skills, ServiceNow/ticketing experience, basic network troubleshooting knowledge, and is comfortable working an overnight schedule in a 24x7 operational environment.

Priority order:

Harrisburg Local + ServiceNow + NOC/Help Desk/Network Support + Strong Communication + 3rd Shift Availability

Please do not submit candidates who are unwilling to work onsite in Harrisburg or cannot commit to the overnight Saturday-Wednesday schedule.