Location & Work Arrangement

• Location: Dauphin County, Pennsylvania (Candidates must be local to the Harrisburg area.)
• Work Arrangement: Onsite (Required to work at the CTC facility.)
• Contract: This is a Contract position.
• Shift: 1st Shift (Wednesday through Sunday: 8:00 AM - 4:30 PM EST).
• Mode of Interview: Either Web Cam or In Person Interview.

Key Responsibilities

End-User Support & Communication

• First Line Contact: Act as the primary network contact outside of regular business hours, answering inbound calls from employees and vendors concerning network issues.
• Incident Management: Create, log, and properly escalate ServiceNow trouble tickets to Tier 2 Engineers, Commonwealth staff, and/or third-party service providers.
• Communication: Perform Enterprise Incident communications using defined processes and approved templates. Issue network status updates promptly via established procedures.
• Knowledge Utilization: Research and update reference publications and follow established IT Service Desk and Network Operator Knowledgebase procedures.

Monitoring & Maintenance

• Active Monitoring: Utilize network management tools, such as SolarWinds and SquaredUp, to actively monitor the status of networks and attached assets at remote sites.
• Diagnosis & Escalation: Provide first-line investigation and diagnosis of network incidents, logging all details and prioritizing severity. Promptly assign unresolved incidents to higher Tier support or coordinate with vendors/network staff for service restoration.
• Proactive ID: Proactively identify and resolve potential problems and monitor appropriate Commonwealth email accounts for event messages.

Required Skills

• Communication: Excellent written and spoken communication skills, with clear phone etiquette, are mandatory.
• Support Skills: Ability to support end-users with varying IT skillsets and troubleshoot issues effectively.
• Procedure Adherence: Strong ability to follow established operation documentation, knowledgebase procedures, and standard operating procedures.
• Organizational: Detail-oriented, resourceful, and possessing excellent organizational skills.
• Tool Experience: Experience with incident management, call tracking, and ticketing software (ServiceNow experience is strongly implied by the duties).
• Preferred Experience: 2 years previous systems administrator, help desk, and/or call center experience.