What are the responsibilities and job description for the NOC Communications Specialist - First Shift position at Prorec Resource Solutions, LLC?
Title/Role: NOC Comms Specialist 1st Shift
Contract Duration: 12/15/2025 to 06/30/2026
Work Location: Harrisburg, PA
Work Arrangement: Onsite at CTC, Wednesday through Sunday - 8:00am-4:30pm with an hour unpaid lunch
Interview Type: Possibly On-Site
Residency Requirements: Candidates must be local to the Harrisburg area
Visas Accepted: USC, GC
Requisition Summary:
Our client is seeking a NOC Communications Specialist to provide 3rd shift Level 1 support for network operations. This role supports 24/7 statewide services by handling after hours and weekend network calls, monitoring network systems, escalating issues, and assisting with incident response. The specialist must be technically capable, highly organized, and able to communicate clearly with Commonwealth employees, engineers, and vendors. This position requires onsite work and a customer service mindset.
Job Responsibilities:
End User Support
Contract Duration: 12/15/2025 to 06/30/2026
Work Location: Harrisburg, PA
Work Arrangement: Onsite at CTC, Wednesday through Sunday - 8:00am-4:30pm with an hour unpaid lunch
Interview Type: Possibly On-Site
Residency Requirements: Candidates must be local to the Harrisburg area
Visas Accepted: USC, GC
Requisition Summary:
Our client is seeking a NOC Communications Specialist to provide 3rd shift Level 1 support for network operations. This role supports 24/7 statewide services by handling after hours and weekend network calls, monitoring network systems, escalating issues, and assisting with incident response. The specialist must be technically capable, highly organized, and able to communicate clearly with Commonwealth employees, engineers, and vendors. This position requires onsite work and a customer service mindset.
Job Responsibilities:
End User Support
- Answer inbound calls related to network issues from Commonwealth employees and LUC vendors
- Create and escalate ServiceNow tickets to engineers, Tier 2 staff, and third party providers
- Work with NOC engineers, staff, and contracted partners as needed
- Research reference materials and diagnostic tools to resolve issues
- Follow established knowledgebase procedures and recommend improvements
- Escalate high priority incidents quickly and accurately
- Use Solar Winds, Squared Up, and similar tools to monitor network and hardware status
- Monitor remote sites and network assets, initiating appropriate actions for alarms
- Respond to outages and system failures following escalation processes
- Perform first line investigation and diagnosis of network incidents
- Assign unresolved issues to higher tier support or LUC providers
- Coordinate service restoration with network staff and vendors
- Monitor ServiceNow queues and Commonwealth email for event updates
- Identify and resolve problems proactively
- Serve as the main network contact outside business hours
- Perform incident communications using defined processes and templates
- Monitor the network hotline
- Issue status updates using established procedures
- Maintain strong customer service and quality communication standards
- Assist engineers and technicians with outstanding tasks
- Update network operations and knowledgebase documentation
- Participate in disaster recovery activities
- Complete assigned duties and shift responsibilities
- Excellent written and verbal communication skills
- Strong phone etiquette and clarity in communication
- Ability to support end users with varying technical skill levels
- Ability to follow directions and adhere to operating procedures
- Adaptability to changing environments
- Strong attention to detail and resourcefulness
- Strong organizational and multitasking abilities
- Ability to troubleshoot or escalate effectively
- Experience with incident management and ticketing systems
- Preferred 2 or more years in systems administration, help desk, or call center support