We are seeking a customer-focused NOC Communications Specialist to provide 1st-shift, Level 1 operational and network technical support for the Commonwealth of Pennsylvania’s Enterprise Network Operations Center (NOC). Stationed at the Commonwealth Technology Center (CTC), this position serves as the primary line of contact for network event monitoring, end-user support, incident management, and escalation coordination during scheduled coverage hours (Wednesday through Sunday, 8:00 AM – 4:30 PM).
Client: Commonwealth of Pennsylvania (Office of Administration / Enterprise Technology Solutions Office)
Location: Commonwealth Technology Center (CTC), 1 Technology Park, Harrisburg, PA 17110
Work Arrangement: 100% On-site (Local Harrisburg candidates required)
Shift/Schedule: 1st Shift | Wednesday – Sunday, 8:00 AM – 4:30 PM (Mondays and Tuesdays off; 37.5 hours/week)
Role Type: Contract (10/05/2026 – 12/31/2026)
Interview Process: Either In Person or Remote
Key Responsibilities
- Inbound Service Desk Support: Answer incoming technical calls from Commonwealth employees, partner agencies, and Last User Contract (LUC) telecommunication vendors regarding network disruptions.
- Network & Asset Monitoring: Proactively monitor enterprise networks and hardware using monitoring tools such as SolarWinds and SquaredUp to identify site outages, performance degradation, and system alarms.
- Incident Management & Ticketing: Create, prioritize, track, and update incident tickets in ServiceNow; escalate complex issues to Tier 2 Network Engineers or third-party service providers per standard operating procedures.
- Enterprise Communications: Broadcast network status updates, issue outage notifications using approved templates, and maintain shift logs and system availability tracking.
- Documentation & Operations: Maintain network knowledgebase procedures, update diagnostic aids, assist engineers with routine tasks, and support disaster recovery exercises.
Required Skills & Qualifications
- Incident Management Tools: Hands-on experience navigating incident management, call tracking, and ticketing software (ServiceNow preferred).
- Technical Support & Triage: Proven ability to troubleshoot Level 1 network/desktop issues and follow standard escalation paths to drive prompt resolution.
- End-User Communication: Exceptional verbal phone etiquette and written communication skills to interface effectively with stakeholders across all technical proficiency levels.
- Procedural Adherence: Strong attention to detail with the ability to rigorously adhere to established knowledgebase protocols and standard operating procedures (SOPs).
Preferred Qualifications
- 2+ years of experience in a Network Operations Center (NOC), IT helpdesk, systems administration, or technical call center environment.
- Prior experience with enterprise network monitoring tools (e.g., SolarWinds, SquaredUp).
- Working knowledge of ITIL frameworks, incident management workflows, and enterprise network infrastructure.
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