End-User Support - Onsite

S R International • Harrisburg, PA

1d • Onsite

About The Position

The Network Operations Center (NOC) Communications Specialist provides onsite, first-line Level 1 technical support for network issues affecting Commonwealth of Pennsylvania employees and business partners. The role supports after-hours and weekend operations in a 24/7 environment, answers inbound calls, monitors remote-site networks and hardware, and coordinates issue resolution with NOC engineers, Commonwealth staff, contracted personnel, and third-party providers.

This is a full-time, onsite position at 1 Technology Park, Harrisburg, Pennsylvania. The schedule is Saturday through Wednesday, 12:00 a.m. to 8:30 a.m., with a one-hour unpaid lunch, for 37.5 hours per week. The stated duration is through December 31, 2026, with a possible extension. Compensation is $24 per hour on W-2.

Requirements

• Technical aptitude with a focus on customer service.
• Ability to work independently and multitask in a fast-paced, 24/7 support environment.
• Strong communication and collaboration skills.
• Willingness to work overnight and weekend shifts onsite.
• Local candidates only.

Responsibilities

• Provide first-line, after-hours and weekend Level 1 technical support for network issues to Commonwealth employees and business partners.
• Answer inbound calls about network issues from employees, vendors, and service providers.
• Create and escalate ServiceNow trouble tickets to engineers, Tier 2 staff, and third-party providers for resolution.
• Collaborate with NOC Tier 2 engineers, Commonwealth staff, contracted personnel, and third-party providers.
• Use network monitoring tools, including SolarWinds and Squared Up, to monitor remote-site networks and hardware status.
• Research and update reference materials and diagnostic aids to support issue resolution.
• Follow IT Service Desk and Network Operator Knowledgebase procedures and recommend process improvements.
• Promptly escalate high-priority and unresolved issues.
• Provide strong customer service while independently managing and prioritizing workload.

What This Job Offers

• Job Type: Full-time
• Education Level: No Education Listed