Location: Harrisburg, PA
Salary: $21.00 USD Hourly - $24.00 USD Hourly
Description: NOC Communications Specialist (Level 1 Support) Location: Harrisburg, Pennsylvania (Local candidates required) Duration: 3+ Months Plus Extension Work Schedule - Full-time, 37.5 hours per week
- 1st Shift: Wednesday through Sunday, 8:00 AM - 4:30 PM
- Monday and Tuesday off
- On-site position
- Candidates must be local to the Harrisburg area
Position Overview This position provides first-line network technical support to employees and business partners outside of regular business hours. The role requires a technically skilled professional with a customer-service-oriented approach, capable of working independently, managing multiple priorities, and ensuring prompt resolution of end-user and network-related issues.
The NOC Communications Specialist provides after-hours and weekend Level 1 support and works closely with staff, vendors, service providers, and IT teams.
Responsibilities End-User Support - Answer inbound phone calls regarding network issues from employees, vendors, and service providers.
- Create and escalate ServiceNow trouble tickets to engineers, Tier 2 support staff, and third-party service providers.
- Collaborate with engineers, internal staff, contracted personnel, and third-party providers as needed.
- Research and update reference publications and diagnostic aids to resolve end-user issues.
- Follow Service Desk and Network Operations Knowledge Base procedures.
- Recommend process improvements when necessary.
- Promptly and appropriately escalate high-priority incidents.
Monitoring & Maintenance
- Utilize network monitoring tools such as SolarWinds and SquaredUp to monitor network connectivity and hardware.
- Monitor network operations and connected assets using established tools.
- Respond to outages and system failures following documented escalation procedures.
- Perform first-level investigation and diagnosis of network incidents.
- Log, prioritize, and track incidents.
- Escalate after-hours incidents for resolution.
- Assign unresolved incidents to higher-tier support teams or service providers.
- Coordinate service restoration efforts with network staff and vendors.
- Monitor the ServiceNow ticket queue.
- Monitor designated email accounts and take action on event notifications.
- Proactively identify and resolve issues.
Communication
- Serve as the primary network contact outside of standard business hours.
- Perform incident communications using approved templates and processes.
- Monitor the network hotline during assigned coverage hours.
- Provide network status updates following established procedures.
- Maintain quality standards and strong customer service practices.
Routine Tasks
- Assist network engineers and technicians with outstanding tasks.
- Update network operations and knowledge base documentation.
- Participate in disaster recovery activities.
- Complete assigned work and operational tasks.
Required Skills & Qualifications
Technical Requirements
- Experience with incident management, call tracking, and ticketing systems.
- Experience creating and escalating tickets within ServiceNow or similar platforms.
- Experience using network monitoring tools such as SolarWinds and SquaredUp.
- Ability to troubleshoot end-user technical issues and escalate when necessary.
Professional Skills
- Excellent verbal and written communication skills.
- Excellent phone etiquette.
- Ability to support end users with varying levels of technical expertise.
- Ability to follow documented procedures, operational guides, and knowledge base articles.
- Strong organizational skills.
- Detail-oriented and resourceful.
- Ability to prioritize workload and multitask effectively.
- Ability to adapt to changing priorities and environments.
- Strong customer service mindset.
Preferred Experience
- 2+ years of systems administration, help desk, and/or call center experience.
- Previous network operations center (NOC) or IT support environment experience.
- Experience supporting enterprise users and business partners.
Benefits: Medical, Dental, and Vision Insurance is offered to qualified candidates
Medical, dental, and vision insurance are available to qualified candidates who meet eligibility requirements.
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