• Creates and escalates Service Now trouble tickets to Engineers, tier two staff, and/or third-party service providers to ensure the quick resolution of IT/Network issues.
• Works with NOC T2 Engineers, and contracted personnel, and/or third-party providers as needed.
• Research and updates reference publications and diagnostic aids to seek information necessary to resolve end-user issues as needed.
• Follows IT Service Desk and Network Operator Knowledgebase procedures and makes recommendations when improvements are needed.
• Actively monitors the Service Now ticket queue.
• Proactively identifies and resolves problems.
• Perform Enterprise Incident communications using defined process and approved template.
• Participates in disaster recovery.
Required Skills:
• Possesses excellent communication skills; both written and spoken.
• Ability to be clearly understood and has excellent phone etiquette.
• Ability to support end-users with varying IT skillsets.
• Ability to follow directions, especially when using established operation and knowledgebase documentation, and Commonwealth standard operating procedures.
• Ability to adapt to change.
• Detail oriented and resourceful.
• Excellent organizational skills.
• Ability to troubleshoot end-user issues and/or escalate as needed to ensure quick resolution.
• Experience with incident management, call tracking, and ticketing software.
• 2+ years previous systems administrator, help desk, and/or call center experience.
• It's an on-site role, prefer local (PA based) candidates
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