Service Desk Specialist

Job Title: Service Desk Specialist

Client: Commonwealth of Pennsylvania

Location: Harrisburg, PA

Job ID: 786426

Shift: 3rd Shift

Overview
The Commonwealth of Pennsylvania operates multiple agencies that provide 24/7 services. The NOC Communications Specialist delivers after-hours and weekend Level 1 network support for Commonwealth employees and business partners. This role requires strong technical aptitude, excellent customer service, and the ability to work independently while effectively prioritizing tasks in a fast-paced environment.

Key Responsibilities

End-User Support

• Answer inbound calls related to network issues from Commonwealth employees and LUC vendors.
• Create and escalate ServiceNow tickets to engineers, Tier 2 staff, or third-party providers.
• Collaborate with NOC Tier 2 engineers, Commonwealth personnel, and vendors.
• Research and update reference materials to aid in incident resolution.
• Follow knowledgebase procedures and recommend improvements.
• Properly escalate high-priority incidents.

Monitoring & Maintenance

• Monitor network and hardware using tools such as SolarWinds and SquaredUp.
• Actively track network status and initiate required actions.
• Respond to outages, perform initial investigation/diagnosis, and log incident details.
• Escalate after-hours incidents and assign unresolved issues to appropriate Tier support or LUC providers.
• Coordinate with network staff and vendors on service restoration.
• Monitor ServiceNow queues and designated email accounts for alerts.
• Proactively identify and resolve problems.