NOC Specialist

Job : Communications Specialist

Location: Harrisburg, Pennsylvania (On-site)
Local candidates only

• Provide Level 1 Network Operations Center (NOC) support

• First-line network technical support for Commonwealth agencies

• Support 24/7 government services environment

• Work with internal IT teams, vendors, and service providers

Responsibilities:

End-User Support

• Answer inbound calls related to network issues

• Create and escalate ServiceNow trouble tickets

• Coordinate with Tier 2 engineers and third-party providers

• Follow Service Desk knowledgebase procedures

• Escalate high-priority issues promptly

Monitoring & Maintenance

• Monitor network systems using SolarWinds and SquaredUp

• Monitor remote sites and network hardware

• Respond to outages and system failures

• Perform first-line investigation and incident diagnosis

• Assign and escalate unresolved incidents

• Monitor ServiceNow ticket queue and email alerts

• Coordinate with vendors for service restoration

Communication

• Act as primary network contact after hours

• Issue network status updates

• Perform enterprise incident communications

• Monitor network hotline

• Maintain strong customer service standards

Routine Tasks

• Assist network engineers and technicians

• Update documentation and knowledgebase

• Participate in disaster recovery activities

• Complete assigned operational tasks

Required Skills:

• Strong written and verbal communication skills

• Excellent phone etiquette

• Customer service mindset

• Ability to troubleshoot and escalate network issues

• Experience with incident management & ticketing systems (ServiceNow preferred)

• Ability to multitask and prioritize workload

• Detail-oriented and organized

• Ability to follow SOPs and knowledgebase documentation

• Adaptable and able to work independently

Preferred Experience:

• 2+ years systems administrator, help desk, or call center experience

• Experience in 24/7 support environments

• Experience with network monitoring tools (SolarWinds, SquaredUp)