NOC Communications Specialist

• 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.

We are seeking a customer-focused NOC Communications Specialist for a 3rd shift position with the Commonwealth of Pennsylvania’s Office of Administration (OA / ETSO). Based on-site at the Commonwealth Technology Center (CTC) in Harrisburg, PA, this role provides essential after-hours and weekend Level 1 network monitoring, incident management, and technical support., * 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.