Location & Work Arrangement

• Location: Dauphin County, Pennsylvania
• Work Arrangement: Onsite (Required to work at the CTC facility.)
• Contract: This is a Contract position.
• Shift: 3rd Shift (Full-time, 37.5 hours/week schedule: Saturday through Wednesday - 12:00 AM - 8:30 AM EST).
• Mode of Interview: Either Web Cam or In Person Interview.
• Candidate Requirement: Candidates must be local to the Harrisburg area.

Key Responsibilities

End-User Support & Communication

• First Line Contact: Act as the primary network contact for Commonwealth employees and business partners outside of regular business hours, monitoring the network hotline.
• Incident Logging: Answer inbound phone calls concerning network issues and promptly create and escalate ServiceNow trouble tickets to Tier 2 staff or third-party providers.
• Incident Communications: Perform Enterprise Incident communications using defined processes, issue network status updates, and coordinate with vendors to assist with service restoration.
• Customer Service: Display strong customer service skills and the ability to support end-users with varying IT skillsets.

Monitoring & Maintenance

• Active Monitoring: Utilize network management tools, such as SolarWinds and SquaredUp, to actively monitor the status of networks and attached hardware assets.
• 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 service restoration based on alarm conditions.
• Knowledge & Procedures: Follow IT Service Desk and Network Operator Knowledgebase procedures and assist with updating documentation.
• Proactive Management: Actively monitor the ServiceNow ticket queue and relevant email accounts to proactively identify and resolve problems.

Required Skills

• Communication: Excellent written and spoken communication skills and clear phone etiquette.
• Troubleshooting: Ability to troubleshoot end-user issues and/or escalate as needed for quick resolution.
• Attention to Detail: Detail-oriented, resourceful, and possesses excellent organizational skills.
• Procedure Adherence: Strong ability to follow established operation documentation and standard operating procedures.
• Tool Experience: Experience with incident management, call tracking, and ticketing software (ServiceNow, SolarWinds, SquaredUp).
• Preferred Experience: 2 years previous systems administrator, help desk, and/or call center experience.