What are the responsibilities and job description for the Network Support Specialist (3rd Shift) position at LingaTech?
Location: Harrisburg, PA - LOCAL Candidates Only
Position Type: Onsite - THIS IS THIRD SHIFT: 12:00am-8:30am with an hour unpaid lunch
Contract Length: 6 months possible extensions
Position Overview:
This position provides first-line network technical support to employees and business partners outside of regular business hours. The role requires a technical, customer-service-minded individual who can work closely with staff and vendors, while independently managing their workload to ensure prompt service and issue resolution.
THIS IS THIRD SHIFT: 12:00am-8:30am with an hour unpaid lunch
Required Skills:
- Excellent communication skills (written and oral).
- Ability to support end-users with varying IT skillsets.
- Ability to troubleshoot end-user issues and/or escalate as needed for quick resolution.
- Experience with incident management, call tracking, and ticketing software.
Preferred Skills:
- 2 Years of experience in a systems administrator, help desk, and/or call center role.
Duties:
- Act as the primary network contact for employees and business partners outside of regular business hours.
- Answer inbound phone calls concerning network issues from government employees and vendors.
- Create and escalate Service Now trouble tickets to Engineers, tier two staff, and/or third-party service providers.
- Utilize network management tools, such as Solar Winds and Squared up, to actively monitor remote site networks and hardware.
- Perform first-line investigation and diagnosis of network incidents, logging all details and prioritization of incidents.
- Respond to outages and system failures using established escalation processes.
- Coordinate with network staff and various vendors to assist with service restoration based on alarm conditions.
- Monitor appropriate email accounts and the Service Now ticket queue for event messages and initiate action as needed.
- Perform Enterprise Incident communications and issue network status updates using defined processes.
- Update network operation and knowledgebase documentation.