NOC Specialist

Stellar Professionals

Harrisburg, PA, United States

7 days ago

Prepare application

Role details

Contract type

Temporary to permanent

Employment type

Full-time (> 32 hours)

Experience level

Experienced

Experience required

2 years minimum

Compensation

$37,440.0 - $41,600.0

Working hours

Shift work

Job source

Disaster Recovery Monitoring of Systems Computer Network Operations SolarWinds (Software) Call Tracing Servicenow

End-User & Vendor Support: Serve as the primary after-hours contact for network incidents. Answer inbound calls from Commonwealth staff and local exchange carrier (LEC) / Last User Contract (LUC) vendors with strong phone etiquette.
Ticketing & Escalation: Create, log, categorize, and assign Service Now incident tickets. Troubleshoot or escalate high-priority outages to Tier 2 NOC Engineers, agency IT leads, or third-party providers.
Network Operations Monitoring: Actively monitor network health, infrastructure alarms, and remote site hardware using enterprise tools like SolarWinds and SquaredUp.
Incident Communications: Issue enterprise incident communications and network status updates to stakeholders following standard operating templates and escalation matrixes.
Documentation & Operations: Maintain ticket queues, monitor email event logs, update knowledge base articles/SOPs, and assist network engineers during disaster recovery drills or outages.

Help Desk / Call Center Support: Experience supporting end-users with varying levels of technical skill, providing prompt issue resolution and phone support.
Incident Management & Ticketing: Hands-on experience working with call tracking and incident management tools (ServiceNow strongly preferred).
Network & Systems Troubleshooting: Ability to perform Level 1 diagnostic triage, respond to network alarms, and follow standardized escalation workflows.
Communication Skills: Excellent verbal and written communication skills with strong customer service and phone etiquette.
Work Schedule Availability: Full commitment to working 3rd shift hours (12:00 AM 8:30 AM, Saturday Wednesday) on-site in Harrisburg.

Preferred Qualifications

Systems Administration / Help Desk: 2+ years of prior experience in a Network Operations Center (NOC), IT help desk, or systems administration environment.
Monitoring Tools: Exposure to enterprise network monitoring platforms such as SolarWinds or SquaredUp.

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