Network Operations Center Support Specialist

Job Title: NOC Communications Specialist (Level 1 Support)

Location: Harrisburg, PA Remote/Onsite | After-Hours & Weekend Coverage

Full-time, 37.5 hour per week schedule: Wednesday through Sunday - 8:00am-4:30pm with an hour unpaid lunch

On-site position at CTC. Candidates must be local to Harrisburg area

About the Role

Our direct client provides essential 24/7 services to its citizens. We are seeking a NOC Communications Specialist to support after-hours and weekend operations within the Enterprise Network Operations Center. This individual will deliver first-line technical support, monitor statewide network infrastructure, and ensure timely communication and resolution of network-related issues.

This role is ideal for a technical, customer-service-oriented professional who excels in multitasking, communication, and troubleshooting in a fast-paced environment.

🔍 Key Responsibilities

End-User Support

• Answer inbound calls related to network issues from Commonwealth employees and vendors.
• Create, update, and escalate ServiceNow trouble tickets to Engineers, Tier 2 support, or third-party providers.
• Work directly with NOC Tier 2 Engineers, agency staff, and contracted vendors.
• Use knowledgebase and diagnostic materials to research and resolve issues.
• Escalate high-priority incidents following established SOPs.

Monitoring & Maintenance

• Monitor networks and hardware using tools such as SolarWinds and SquaredUp.
• Actively monitor Commonwealth network assets and respond to alarms or outages.
• Perform first-line investigation, diagnosis, and prioritization of incidents.
• Escalate after-hours issues to appropriate teams for timely resolution.
• Track, log, and assign unresolved incidents to Tier 2 or LUC providers.
• Continuously monitor ServiceNow queues and critical email alerts.
• Assist with service restoration activities in coordination with network teams.

Communication

• Serve as the primary after-hours network contact for Commonwealth employees and partners.
• Issue Enterprise Incident communications using established templates.
• Provide network status updates and monitor hotline communications.
• Demonstrate strong customer service and meet quality standards.

Routine Tasks

• Support network engineers and technicians with pending tasks.
• Update network operations procedures and knowledgebase documentation.
• Participate in disaster recovery activities.
• Complete assigned tasks promptly and accurately.

✔ Required Skills & Qualifications

• Excellent verbal and written communication skills.
• Strong phone etiquette and ability to work with end-users of varying skill levels.
• Ability to follow directions, SOPs, and knowledgebase documentation.
• Strong troubleshooting and problem-solving skills.
• Detail-oriented, adaptable, and highly organized.
• Experience with incident management, ticketing, or call-tracking systems (ServiceNow preferred).
• Preferred: 2 years in systems administration, help desk, NOC, or call center environments.