Technical Comms Specialist - Harrisburg, PA - TCSGS

Title: Technical Comms Specialist
Location: Harrisburg, PA
Shift & Schedule: Saturday–Wednesday, 12:00 AM – 8:30 AM (3rd Shift)
Pay Rate: $25/hr

Position Review

Seeking a Technical Communications Specialist to provide first-level IT and network support. Responsibilities include handling support calls, managing ServiceNow tickets, monitoring network systems, troubleshooting issues, and escalating incidents to ensure timely resolution.

Required Skills

• Possess excellent communication skills, both written and verbal.
• Ability to communicate clearly and maintain excellent phone etiquette.
• Ability to support end-users with varying levels of IT knowledge.
• Ability to follow directions, especially when using established operational procedures, 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 of previous experience in Systems Administration, Help Desk, and/or Call Center support.

Role Description

End-user Support

• Answer inbound phone calls concerning network issues from Commonwealth employees, and LEC/Last User Contract (LUC) vendors.
• Create and escalate ServiceNow trouble tickets to Engineers, Tier 2 Commonwealth staff, and/or third-party service providers to ensure the quick resolution of IT/Network issues.
• Work with NOC Tier 2 Engineers, Commonwealth staff, contracted personnel, and/or third-party providers as needed.
• Research and update reference publications and diagnostic aids to obtain information necessary to resolve end-user issues.
• Follow IT Service Desk and Network Operator Knowledgebase procedures and recommend improvements when needed.
• Promptly and properly escalate high-priority issues.

Monitoring & Maintenance

• Utilize network management tools, such as SolarWinds and SquaredUp, to monitor remote site networks and hardware.
• Actively monitor the status of Commonwealth networks and attached network assets using established tools and promptly initiate appropriate actions.
• Respond to outages and system failures using established escalation processes.
• Provide first-line investigation and diagnosis of network incidents, logging all details and prioritizing incidents.
• Escalate after-hours incidents to appropriate 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 outages or service degradation.
• Coordinate with network staff and various vendors to assist with service restoration based on alarm conditions.
• Actively monitor the ServiceNow ticket queue.
• Monitor appropriate Commonwealth email accounts for event messages and initiate action as needed.
• Proactively identify and resolve problems.

Communication

• Act as the primary network contact for Commonwealth employees and business partners outside of regular business hours.
• Perform Enterprise Incident communications using the defined process and approved template.
• Monitor the network hotline during coverage hours.
• Issue network status updates using established procedures.
• Follow quality standards and demonstrate strong customer service skills.

Routine Tasks

• Assist network engineers and technicians with outstanding tasks.
• Update network operations and knowledgebase documentation.
• Participate in disaster recovery.
• Complete assigned tasks.