Network Operations Center Communications Specialist (Third Shift)

LingaTech•Harrisburg, PA

29d•Onsite

About The Position

This position provides first-line network technical support to government employees and business partners outside of regular business hours. The role requires a technical, customer-service-minded individual who can work closely with staff and vendors, while independently managing their workload to ensure prompt service and issue resolution.

Requirements

Excellent communication skills (written and oral).
Ability to support end-users with varying IT skillsets.
Ability to troubleshoot end-user issues and/or escalate as needed for quick resolution.
Experience with incident management, call tracking, and ticketing software.

Nice To Haves

2+ Years of experience in a systems administrator, help desk, and/or call center role.

Responsibilities

Act as the primary network contact for employees and business partners outside of regular business hours.
Answer inbound phone calls concerning network issues from government employees and vendors.
Create and escalate Service Now trouble tickets to Engineers, tier two staff, and/or third-party service providers.
Utilize network management tools, such as Solar Winds and Squared up, to actively monitor remote site networks and hardware.
Perform first-line investigation and diagnosis of network incidents, logging all details and prioritization of incidents.
Respond to outages and system failures using established escalation processes.
Coordinate with network staff and various vendors to assist with service restoration based on alarm conditions.
Monitor appropriate email accounts and the Service Now ticket queue for event messages and initiate action as needed.
Perform Enterprise Incident communications and issue network status updates using defined processes.
Update network operation and knowledgebase documentation.