Network Specialist 1

Commonwealth of Pennsylvania • Dauphin County, PA

3d • Hybrid

About The Position

The Network, Unified Telecom, and Security Operations Division of the Office of Administration/Office for Information Technology is seeking a Network Specialist 1 to support telecommunications and contact center services used by Commonwealth agencies. The role provides hands-on experience with communication platforms and involves collaborating with technical professionals to help users resolve technical challenges.

The position supports and maintains contact center and telecommunications services through troubleshooting, system administration assistance, and monitoring of communication platforms. The employee helps ensure these systems operate effectively and maintains accurate technical records.

Requirements

• One year as an Information Technology Trainee or Information Technology Technician (Commonwealth job title or equivalent Federal Government job title, as determined by the Office of Administration); or successful completion of the Information Technology Intern – Bachelor Program; or three years of experience providing IT support services, including hardware and software installation, operation, and maintenance within a network environment; or one year of such IT support experience and an associate's degree in any information technology field; or an equivalent combination of experience and training that includes one year of such IT support experience.
• Meet the Pennsylvania residency requirement.
• Be able to perform the essential job functions.
• Pass a background investigation and meet Criminal Justice Information Services (CJIS) compliance requirements.

Responsibilities

• Diagnose and resolve hardware, software, connectivity, and application issues affecting contact center users.
• Assist with installing, configuring, testing, maintaining, and upgrading contact center applications and telecommunications equipment.
• Monitor system performance, availability, and connectivity to identify operational issues and support corrective actions.
• Provide guidance on contact center applications, call routing, auto attendants, Microsoft Teams, and related communication services.
• Maintain call flows, user accounts, call queues, routing assignments, and system settings according to established requirements.
• Document service requests, troubleshooting activities, equipment information, and resolutions, and maintain accurate technical records.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree