Network Specialist 1

Salary: $60,538.00 - $92,010.00 Annually
Location : Dauphin County, PA
Job Type: Civil Service Permanent Full-Time
Job Number: CS-2026-61863-01511
Department: Executive Offices
Division: EX OA ETSO Ntwrk Unfd Telecmnc
Opening Date: 11/04/2026
Closing Date: 11/17/2026 11:59 PM Eastern
Job Code: 01511
Position Number: 50363612
Union: AFSCME
Bargaining Unit: A4
Pay Group: ST07
Bureau / Division Code: 00812811
Bureau / Division: EX OA ETSO Ntwrk Unfd Telecmncs Scy Op
Worksite Address: 1 Technology Park
City: Harrisburg, Pennsylvania
Zip Code: 17120
Contact Name: Matthew Zyroll
Contact Phone:
Contact Email:

THE POSITION
The Network, Unified Telecom, and Security Operations Division of the Office of Administration/Office for Information Technology (OA/OIT), is seeking a motivated Network Specialist 1 to support essential telecommunications and contact center services. You will work with a variety of communication platforms while helping users overcome technical challenges. This position offers hands-on experience with current technologies and the chance to collaborate with skilled technical professionals. Bring your troubleshooting mindset and grow your career in a role that supports agencies across the Commonwealth.
DESCRIPTION OF WORK
In this role, you will help support and maintain contact center and telecommunications services that Commonwealth agencies rely on each day. You will troubleshoot issues, assist with system administration activities, and help keep communication platforms operating effectively. As a Network Specialist 1, you will perform the following duties:

• Technical Support: Diagnose and resolve hardware, software, connectivity, and application issues affecting contact center users
• System Maintenance: Assist with installing, configuring, testing, maintaining, and upgrading contact center applications and telecommunications equipment
• Service Monitoring: Monitor system performance, availability, and connectivity to identify operational issues and support corrective actions
• User Assistance: Provide guidance on contact center applications, call routing, auto attendants, Microsoft Teams, and related communication services
• Configuration Tasks: Maintain call flows, user accounts, call queues, routing assignments, and system settings based on established requirements
• Documentation Management: Record service requests, troubleshooting activities, equipment information, and resolutions while maintaining accurate technical records

Interested in learning more? Additional details regarding this position can be found in the position description
Work Schedule and Additional Information:

• Full-time employment
• Work hours are 8:00 AM to 4:30 PM, Monday - Friday, with 60-minute lunch.
• Telework: You may have the opportunity to work from home (telework) part-time, two days in office, three days telework per week. In order to telework, you must have a securely configured high-speed internet connection and work from an approved location inside Pennsylvania. If you are unable to telework, you will have the option to report to the headquarters office in Harrisburg. The ability to telework is subject to change at any time. Additional details may be provided during the interview.
• Salary: In some cases, the starting salary may be non-negotiable.
• You will receive further communication regarding this position via email. Check your email, including spam/junk folders, for these notices.

REQUIRED EXPERIENCE, TRAINING & ELIGIBILITY
QUALIFICATIONS

Minimum Experience and Training 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 information technology support services including hardware and software installation, operation, and maintenance within a network environment; or
• One year of experience providing information technology support services including hardware and software installation, operation, and maintenance within a network environment, and an associate's degree in any information technology field; or
• An equivalent combination of experience and training that includes one year of experience providing information technology support services including hardware and software installation, operation, and maintenance within a network environment.

Other Requirements:

• You must meet the PA residency requirement. For more information on ways to meet PA residency requirements, follow the link and click on Residency Guidelines.
• You must be able to perform essential job functions.

Legal Requirement:

• You must pass a background investigation and meet Criminal Justice Information Services (CJIS) compliance requirements.

How to Apply:

• Resumes, cover letters, and similar documents will not be reviewed, and the information contained therein will not be considered for the purposes of determining your eligibility for the position. Information to support your eligibility for the position must be provided on the application (i.e., relevant, detailed experience/education).
• If you are claiming education in your answers to the supplemental application questions, you must attach a copy of your college transcripts for your claim to be accepted toward meeting the minimum requirements. Unofficial transcripts are acceptable.
• Your application must be submitted by the posting closing date. Late applications and other required materials will not be accepted.
• Failure to comply with the above application requirements may eliminate you from consideration for this position.
• All application materials and interview responses must reflect the applicant's own experience, qualifications, and work. Applicants may use generative AI tools for preparation purposes only. Use of AI to misrepresent or falsify information, or to assist during interviews, is not permitted. Review the Guidance for Generative AI Tools & Job Seekers for additional information.

Veterans:

• Pennsylvania law (51 Pa. C.S. 7103) provides employment preference for qualified veterans for appointment to many state and local government jobs. To learn more about employment preferences for veterans, go to and click on Veterans.

Telecommunications Relay Service (TRS):

• 711 (hearing and speech disabilities or other individuals).

If you are contacted for an interview and need accommodations due to a disability, please discuss your request for accommodations with the interviewer in advance of your interview date.
The Commonwealth is an equal employment opportunity employer and is committed to a diverse workforce. The Commonwealth values inclusion as we seek to recruit, develop, and retain the most qualified people to serve the citizens of Pennsylvania. The Commonwealth does not discriminate on the basis of race, color, religious creed, ancestry, union membership, age, gender, sexual orientation, gender identity or expression, national origin, AIDS or HIV status, disability, or any other categories protected by applicable federal or state law. All diverse candidates are encouraged to apply.

EXAMINATION INFORMATION

• Completing the application, including all supplemental questions, serves as your exam for this position. No additional exam is required at a test center (also referred to as a written exam).
• Your score is based on the detailed information you provide on your application and in response to the supplemental questions.
• Your score is valid for this specific posting only.
• You must provide complete and accurate information or:
  1. your score may be lower than deserved.
  2. you may be disqualified.
• You may only apply/test once for this posting.
• Your results will be provided via email.

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Health & Wellness

We offer multiple health plans so our employees can choose what works best for themselves and their families. Our comprehensive benefits package includes health coverage, vision, dental, and wellness programs.*

Compensation & Financial Planning
We invest in our employees by providing competitive wages and encouraging financial wellness by offering multiple ways to save money and ensure peace of mind including multiple retirement and investment plan options.

Work/Life Balance
We know there's more to life than just work! Our generous paid leave benefits include paid vacation, paid sick leave, eight weeks of paid parental leave, military leave, and paid time off for most major U.S. holidays, as well as flexible work schedules and work-from-home opportunities.*

Values and Culture
We believe in the work we do and provide continual opportunities for our employees to grow and contribute to the greater good. As one of the largest employers in the state, we provide opportunities for internal mobility, professional development, and the opportunity to give back by participating in workplace charitable giving.

Employee Perks
Sometimes, it is the little "extras" that make a big difference. Our employees receive special employee-only discounts and rates on a variety of services and memberships.

For more information on all of these Total Rewards benefits, please visit and click on the benefits box.

*Eligibility rules apply.
01

Do you have one or more years of experience as an Information Technology Trainee while employed by the Commonwealth of Pennsylvania?

• Yes
• No

02

If you are claiming experience in the above question, please list the employer(s) where you gained this experience in the text box below. The employer(s) and a description of the experience must also be included in the appropriate sections of your application if you would like the experience to be considered in the eligibility decision. If you claimed you do not have experience, type N/A in the text box below.)
03

Do you have one or more years of experience as an Information Technology Technician while employed by the Commonwealth of Pennsylvania?

• Yes
• No

04

If you are claiming experience in the above question, please list the employer(s) where you gained this experience in the text box below. The employer(s) and a description of the experience must also be included in the appropriate sections of your application if you would like the experience to be considered in the eligibility decision. If you claimed you do not have experience, type N/A in the text box below.
05

Have you successfully completed the Information Technology Intern - Bachelor program while employed by the Commonwealth of Pennsylvania?

• Yes
• No

06

If you are claiming experience in the above question, please list the employer(s) where you gained this experience in the text box below. The employer(s) and a description of the experience must also be included in the appropriate sections of your application if you would like the experience to be considered in the eligibility decision. If you claimed you do not have experience, type N/A in the text box below.
07

How many years of experience do you possess in providing information technology support services including hardware and software installation, operation, and maintenance within a network environment?

• 3 or more years
• 2 but less than 3 years
• 1 but less than 2 years
• Less than 1 year
• No experience

08

If you are claiming experience in the above question, please list the employer(s) where you gained this experience in the text box below. The employer(s) and a description of the experience must also be included in the appropriate sections of your application if you would like the experience to be considered in the eligibility decision. If you claimed you do not have experience, type N/A in the text box below.
09

Do you possess college education in an information technology field? If you are claiming credits/degree, you must upload a copy of your college transcript(s) for this education to be considered in the eligibility decision. Unofficial transcripts are acceptable. You must attach your transcript(s) prior to the submission of your application by using the "Attachments" tab on the left. You will not be able to add a transcript(s) to the application after it has been submitted.
If you answer "Yes" to this question based on education acquired outside of the United States, you must upload a copy of your foreign credential evaluation report. We can only accept foreign credential evaluations from organizations that are members of the National Association of Credential Services (NACES). A list of current NACES members can be found by visiting and clicking the Evaluation Services Link.
You must attach your documentation prior to the submission of your application by using the "Attachments" tab on the left. You will not be able to add a document to the application after it has been submitted.

• Yes
• No

10

You must complete the supplemental questions below. These supplemental questions are the exam and will be scored. They are designed to give you the opportunity to relate your experience and training background to the major activities (Work Behaviors) performed in this position. Failure to provide complete and accurate information may delay the processing of your application or result in a lower-than-deserved score or disqualification. You must complete the application and answer the supplemental questions. Resumes, cover letters, and similar documents will not be reviewed for the purposes of determining your eligibility for the position or to determine your score.
All information you provide on your application and supplemental questions is subject to verification. Any misrepresentation, falsification or omission of material facts is subject to penalty. If requested, you must provide documentation, including names, addresses, and telephone numbers of individuals who can verify the validity of the information you provide in the application and supplemental questions.

Read each question carefully. Determine and select which "Level of Performance" most closely represents your highest level of experience/training. List the employer(s)/training source(s) from your Work or Education sections of the application where you gained this experience/training. The "Level of Performance" you choose must be clearly supported within the description of the experience and training information entered in your application or your score may be lowered. In order to receive credit for experience, you must have worked in a job for at least six months in which the experience claimed was a major function.

If you have read and understand these instructions, please click on the "Yes" button and proceed to the exam questions.

If you have general questions regarding the application and hiring process, please refer to our

• Yes

11

WORK BEHAVIOR 1 - TECHNICAL ASSISTANCE
Troubleshoots and resolves voice telecommunication issues related to IP phone service, unified communications (Microsoft Teams), desktop devices, cabling, patch cords, or data jacks. Responds to escalated incidents by diagnosing and troubleshooting issues and working with end users and service providers to resolve them. Works with other IT areas to isolate and identify the cause of problems such as performance issues or hardware and software failures. Provides guidance to staff in diagnosing, troubleshooting, and resolving network issues.

Levels of Performance

Select the Level of Performance that best describes your claim.

• A. I have experience troubleshooting and resolving user issues. I was responsible for resolving all levels of technical questions and issues and was the escalation point for complex issues referred by lower-level technicians.
• B. I have experience troubleshooting and resolving user issues. I was responsible for resolving routine questions and issues but referred more complex technical issues to a higher-level technician for resolution.
• C. I have successfully completed college-level coursework related to information technology troubleshooting.
• D. I have NO experience or coursework related to this work behavior.

12

In the text box below, please describe your experience as it relates to the level of performance you claimed in this work behavior. Please be sure your response addresses the items listed below which relate to your claim. If you indicated you have no work experience related to this work behavior, type N/A in the box below.

1. The name(s) of the employer(s) where you gained this experience.
2. The actual duties you performed related to the technical assistance you provided.
3. Your level of responsibility.

13

If you have selected the level of performance pertaining to college coursework, please provide your responses to the three items listed below. If you indicated you have no education/training related to this work behavior, type N/A in the text box below.

1. College/University
2. Course Title
3. Credits/Clock Hours

14

WORK BEHAVIOR 2 - INSTALLING AND TESTING HARDWARE AND SOFTWARE
Installs and tests voice communication hardware and software including IP telephony, desktop phones, mobile devices, contact centers, conference rooms and A/V equipment, and analog lines. Works with service provider to establish new or disconnect phone numbers requested through ServiceNow. Utilizes various tools to test, verify, troubleshoot, and resolve voice communication issues. Evaluates and applies all updates, patches, and service packs to equipment and software as needed.

Levels of Performance

Select the Level of Performance that best describes your claim.

• A. I have experience installing and testing voice communication hardware and software. I was responsible for evaluating the need for updates, patches, and service packs and applying these products when appropriate.
• B. I have experience installing and testing voice communication hardware and software. I was responsible for applying updates, patches, and services packs based on evaluations and recommendations from other staff.
• C. I have experience testing voice communication hardware and software.
• D. I have successfully completed college-level coursework related to hardware and software installation and maintenance.
• E. I have NO experience or coursework related to this work behavior.

15

In the text box below, please describe your experience as it relates to the level of performance you claimed in this work behavior. Please be sure your response addresses the items listed below which relate to your claim. If you indicated you have no work experience related to this work behavior, type N/A in the box below.

1. The name(s) of the employer(s) where you gained this experience.
2. The actual duties you performed related to installing and testing hardware and software.
3. The type(s) of hardware or software you installed and tested.
4. Your level of responsibility.

16

If you have selected the level of performance pertaining to college coursework, please provide your responses to the three items listed below. If you indicated you have no education/training related to this work behavior, type N/A in the text box below.

1. College/University
2. Course Title
3. Credits/Clock Hours

17

WORK BEHAVIOR 3 - SYSTEM MONITORING AND REPAIR
Monitors voice communication system hardware and software to ensure availability, identify malfunctions, and monitor performance. Uses the data collected to assist in planning for future capacity needs. Performs minor repairs and adjustments to the system or refers issues to the appropriate area for resolution.

Levels of Performance

Select the Level of Performance that best describes your claim.

• A. I have experience performing hardware and software diagnostics to isolate and correct system issues.
• B. I have experience performing hardware and software diagnostics but someone else corrected system issues using the data I provided.
• C. I have successfully completed college-level coursework related to system monitoring or systems management.
• D. I have NO experience or coursework related to this work behavior.

18

In the text box below, please describe your experience as it relates to the level of performance you claimed in this work behavior. Please be sure your response addresses the items listed below which relate to your claim. If you indicated you have no work experience related to this work behavior, type N/A in the box below.

1. The name(s) of the employer(s) where you gained this experience.
2. The actual duties you performed related to system monitoring and repairing.
3. The type(s) of systems you monitored and/or repaired.
4. Your level of responsibility.

19

If you have selected the level of performance pertaining to college coursework, please provide your responses to the three items listed below. If you indicated you have no education/training related to this work behavior, type N/A in the text box below.

1. College/University
2. Course Title
3. Credits/Clock Hours

20

WORK BEHAVIOR 4 - ASSET MANAGEMENT
Maintains inventory of purchased or leased information technology assets such as hardware and software, licenses, and renewable maintenance agreements. Ensures all surplus assets are secured, inventoried, and accurately reported and that proper procedures for disposal, surplus, or return of all aged or non-functional information technology assets are followed.

Levels of Performance

Select the Level of Performance that best describes your claim.

• A. I have experience maintaining an inventory of purchased or leased information technology assets. I was responsible for the appropriate disposal, surplus, or return of all aged or non-functional information technology assets.
• B. I have experience maintaining an inventory of purchased or leased information technology assets; OR I have experience disposing, surplusing, or returning aged or non-functional information technology assets.
• C. I have successfully completed college-level coursework related to asset management, supply chain management, logistics, procurement, or purchasing.
• D. I have NO experience or coursework related to this work behavior.

21

In the text box below, please describe your experience as it relates to the level of performance you claimed in this work behavior. Please be sure your response addresses the items listed below which relate to your claim. If you indicated you have no work experience related to this work behavior, type N/A in the box below.

1. The name(s) of the employer(s) where you gained this experience.
2. The actual duties you performed related to asset management.
3. The type(s) of information technology assets you inventoried and/or surplused.
4. Your level of responsibility.

22

If you have selected the level of performance pertaining to college coursework, please provide your responses to the three items listed below. If you indicated you have no education/training related to this work behavior, type N/A in the text box below.

1. College/University
2. Course Title
3. Credits/Clock Hours

23

WORK BEHAVIOR 5 - INFORMATION TECHNOLOGY PROCUREMENT MONITORING AND EVALUATION
Monitors information technology procurement databases to ensure timely receipt and processing of information technology invoices and identifies areas where cost savings can be implemented. Resolves or escalates issues as necessary.

Levels of Performance

Select the Level of Performance that best describes your claim.

• A. I have experience MONITORING information technology databases to ensure timely receipt and processing of invoices and to identify areas where cost savings can be implemented. I was responsible for RESOLVING issues as necessary.
• B. I have experience MONITORING information technology databases to ensure the timely receipt and processing of invoices and to identify areas where cost savings can be implemented. I PROVIDED RECOMMENDATIONS for action when negative trends were found.
• C. I have successfully completed college-level coursework related to project management.
• D. I have NO experience or coursework related to this work behavior.

24

In the text box below, please describe your experience as it relates to the level of performance you claimed in this work behavior. Please be sure your response addresses the items listed below. If you indicated you have no work experience related to this work behavior, type N/A in the box below.

1. The name(s) of the employer(s) where you gained this experience.
2. The actual duties you performed related to information technology procurement monitoring.
3. The actual duties you performed resolving issues.
4. Your level of responsibility.

25

If you have selected the level of performance pertaining to college coursework, please provide your responses to the items listed below. If you indicated you have no education/training related to this work behavior, type N/A in the text box below.

1. College/University
2. Course Title
3. Credits/Clock Hours

Required Question