Network Operations Center Comms Specialist - 3rd Shift

#Eng-IT-01

Join our team and become a vital part of the Commonwealth of Pennsylvania's 24/7 service operations. We are seeking a dedicated professional to provide first-line network technical support outside regular business hours. This role is perfect for a technically skilled individual with a strong customer-service mindset, capable of working both independently and collaboratively.

Location

This is an on-site position at the Commonwealth Technology Center (CTC) in Harrisburg, PA. Enjoy the opportunity to work in a dynamic environment at the heart of Pennsylvania’s technology infrastructure.

Schedule

Full-time, 37.5-hour per week schedule: Saturday through Wednesday, 12:00am-8:30am with an hour unpaid lunch.

Role Description

• End-user Support
  • Answer inbound phone calls concerning network issues from Commonwealth employees and vendors.
  • Create and escalate Service Now trouble tickets to ensure quick resolution of IT/Network issues.
  • Collaborate with NOC T2 Engineers, Commonwealth staff, and third-party providers as needed.
  • Research and update reference publications and diagnostic aids to resolve end-user issues.
  • Follow IT Service Desk and Network Operator Knowledgebase procedures, recommending improvements when needed.
  • Promptly and properly escalate high-priority issues.
• Monitoring & Maintenance
  • Utilize network management tools to monitor remote sites' network and hardware.
  • Actively monitor the status of Commonwealth networks and attached network assets.
  • Respond to outages and system failures using established escalation processes.
  • Provide first-line investigation and diagnosis of network incidents.
  • Coordinate with network staff and vendors for service restoration based on alarm conditions.
  • Monitor the Service Now ticket queue and Commonwealth email accounts for event messages.
  • Proactively identify and resolve problems.
• Communication
  • Act as the primary network contact for Commonwealth employees and business partners outside regular hours.
  • Perform Enterprise Incident communications using defined processes and templates.
  • 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 operation and knowledgebase documentation.
  • Participate in disaster recovery.
  • Complete assigned tasks.

Required Skills

• Excellent communication skills, both written and spoken.
• Ability to be clearly understood with excellent phone etiquette.
• Capability to support end-users with varying IT skillsets.
• Proficiency in following directions, especially with established operation and knowledgebase documentation.
• Adaptability to change.
• Detail-oriented and resourceful.
• Excellent organizational skills.
• Ability to troubleshoot end-user issues and/or escalate as needed for quick resolution.
• Experience with incident management, call tracking, and ticketing software (preferably ServiceNow).
• Preferred 2 years of previous systems administrator, help desk, and/or call center experience.

Benefits
PEAK's benefit offerings available for our associates include medical, dental, vision, Flexible Spending Account (FSA), Dependent Care Savings Account (DCA), and 401K plan. PEAK believes that taking care of our team is essential for success and we are proud to provide benefits that enhance both your well-being and your future. Additionally, our associates may be eligible for Paid Sick Leave as required by Federal, State, or local laws.

Equal Opportunity Employer (EEO)
PEAK Technical Staffing is committed to creating a diverse and inclusive environment and is proud to be an Equal Opportunity Employer. PEAK does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or veteran status, or any other characteristic protected by applicable law. All employment decisions are made based on qualifications, merit, and business need. We encourage all individuals to apply.

Candidate Privacy
To read our Candidate Privacy Information Statement, which explains how we will use your information, please navigate to https://peaktechnical.com/privacy-policy/ and https://peaktechnical.com/ca-residents-privacy-rights/

AI Recruiting Disclosure
We use AI-assisted tools to help review applications and compare your experience to job requirements, but all hiring decisions are made by human recruiters. You may request a human-only process or opt out of automated communication at any time. Required notices and our latest bias audit are available on our website: www.peaktechnical.com/ai-disclosure.