Network Support Specialist – 1st shift (Harrisburg, PA)

We are currently recruiting a Network Support Specialist, a Commonwealth PA entity. In this role, you will provide first-line network technical support to employees and business partners by calling the Enterprise Network Operation Monitoring Network Service Desk outside of regular business hours. This position requires a technical individual with a customer-service-minded approach to dealing with the Commonwealth staff, vendors, service providers, and IT staff.

This contract position is long-term with funding approved until 6/30/2026 (extensions possible), a 37.5-hour per week role. The regular work hours are Wednesday through Sunday, 8:00 am - 4:30 pm, with an hour unpaid lunch.

The preferred candidates MUST reside within a reasonable commute, locally in Harrisburg, PA.

This is a W-2 role as a Stage 4 Solutions employee. Health benefits and 401K are offered.

Responsibilities

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 update 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 the 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 knowledge base documentation.
• Participates in disaster recovery.
• Completes assigned tasks.
  
  

Requirements

• Possesses excellent communication skills, both written and spoken.
• Ability to be clearly understood and have excellent phone etiquette.
• Ability to support end-users with varying IT skillsets.
• Ability to follow directions, especially when using established operations and knowledge base 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.
• 2 years of previous systems administrator, help desk, and/or call center experience. (Preferred)
  
  

Please submit your resume to our network at http://www.stage4solutions.com/careers/ (please apply to the Network Support Specialist – 1st shift (Harrisburg, PA) role).

Stage 4 Solutions is an equal-opportunity employer. We celebrate diversity and are committed to providing employees with an inclusive environment that is free of discrimination and harassment. All employment decisions are based on the job requirements and candidates’ qualifications, without regard to race, color, religion/belief, national origin, gender identity, age, disability, marital status, genetic information or other applicable legally protected characteristics.

Compensation: $20/hr. - $24.19/hr