Job Listing Information
- 11-Feb-2026 to 25-Feb-2026 (UTC)
- Harrisburg, PA, USA
- Full Time
- Long Term Contract Length
- 40 Weekly Hours
Role Description:
End-user Support
- Answer inbound phone calls concerning network issues from Commonwealth employees, and LEC/Last User Contract, LUC, vendors.
- Creates and escalates Service Now trouble tickets to Engineers, tier two Commonwealth staff, and/or third-party service providers to ensure the quick resolution of IT/Network issues.
- Works with NOC T2 Engineers, Commonwealth staff and contracted personnel, and/or third-party providers as needed.
- Research and updates reference publications and diagnostic aids to seek information necessary to resolve end-user issues as needed.
- Follows IT Service Desk and Network Operator Knowledgebase procedures and makes recommendations when improvements are needed.
- Promptly and properly escalate high priority issues.
Monitoring & Maintenance
- Utilize network management tools, such as Solar Winds and Squared up, to monitor remote sites network and hardware.
- Actively monitors the status of Commonwealth networks and attached network assets using established tools and promptly initiates appropriate actions.
- Responds to outages and system failures using established escalation processes.
- Provide first-line investigation and diagnosis of network incidents, logging all details and prioritization of incidents.
- Escalate after hours incidents to staff for resolution.
- Promptly assign unresolved incidents to higher Tier support or LUC providers to coordinate restoration of service and obtain the necessary information for recording/tracking the outage or degradation of service.
- Coordinate with network staff and various vendors to assist with service restoration based on alarm conditions.
- Actively monitors the Service Now ticket queue.
- Monitors appropriate Commonwealth email accounts for any event messages and initiates action as needed.
- Proactively identifies and resolves problems.
Communication
- Acts as the primary network contact for Commonwealth employees and business partners outside of regular business hours.
- Perform Enterprise Incident communications using defined process and approved template.
- Monitors the network hotline during coverage hours.
- Issues network status updates using established procedures.
- Follows quality standards and displays strong customer service skills.
Routine Tasks
- Assists the network engineers and technicians with outstanding tasks.
- Updates network operation and knowledgebase documentation.
- Participates in disaster recovery.
- Completes assigned tasks.
Required Skills:
- Possesses excellent communication skills; both written and spoken.
- Ability to be clearly understood and has excellent phone etiquette.
- Ability to support end-users with varying IT skillsets.
- Ability to follow directions, especially when using established operation and knowledgebase documentation, and Commonwealth standard operating procedures.
- Ability to adapt to change.
- Detail oriented and resourceful.
- Excellent organizational skills.
- Ability to troubleshoot end-user issues and/or escalate as needed to ensure quick resolution.
- Experience with incident management, call tracking, and ticketing software.
- Preferred 2+ years previous systems administrator, help desk, and/or call center experience.
Fill the skill matrix below:
|
Skill |
Required/Desired |
Amount |
Candidate's No. of years of experience |
|
Previous systems administrator, help desk and/or call center experience |
Highly desired |
2 |
|
|
Experience with incident management, call tracking and ticketing software (preferably ServiceNow) |
Required |
|
|
|
Ability to support end users with varying IT skillsets |
Required |
|
|
|
Ability to troubleshoot end-user issues and/or escalate as needed for quick resolution |
Required |
|
|
|
Excellent communication skills (written and oral) |
Required |
|