IT Help Desk

Engagement Type

Contract

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.

Required/Desired Skills

Skill Required/Desired Amount of Experience Previous systems administrator, help desk and/or call center experience Highly desired 2.0 Years 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