What are the responsibilities and job description for the NOC Communications Specialist position at Ventures Unlimited Inc?
Position: NOC Communications Specialist
Location: Harrisburg, PA – On-Site
Local Candidates Only
Schedule: 3rd Shift – Saturday through Wednesday, 12:00 AM–8:30 AM
Hours: 37.5 hours/week with 1-hour unpaid lunch
Key Responsibilities
End-User Support
- Create, document, track, and escalate ServiceNow trouble tickets to appropriate Tier 2/Tier 3 engineers, Commonwealth staff, or third-party providers.
- Perform initial troubleshooting and diagnosis of network incidents.
- Follow established IT Service Desk, NOC, Knowledgebase, and Standard Operating Procedures.
- Research technical documentation and diagnostic resources to assist with issue resolution.
- Promptly escalate high-priority and critical incidents.
Network Monitoring & Maintenance
- Monitor network sites and network assets using tools such as SolarWinds and SquaredUp.
- Monitor network status and respond to outages, alarms, and system failures.
- Log and prioritize network incidents and coordinate escalation for resolution.
- Actively monitor the ServiceNow ticket queue and appropriate Commonwealth email accounts.
- Identify potential problems proactively and initiate appropriate corrective actions.
Communication & Incident Management
- Perform enterprise incident communications using approved processes and templates.
- Monitor the network hotline during assigned coverage hours.
- Provide network status updates and maintain accurate incident documentation.
- Maintain strong customer service and professional phone etiquette.
Additional Responsibilities
- Assist network engineers and technicians with outstanding tasks.
- Update NOC/network operations documentation and knowledgebase materials.
- Participate in disaster recovery activities.
- Complete assigned operational tasks and maintain accurate records.
Required Qualifications
- Strong phone etiquette and customer-service skills.
- Ability to support users with varying levels of technical knowledge.
- Ability to follow established procedures, documentation, and SOPs.
- Strong troubleshooting and problem-solving skills.
- Ability to properly prioritize and escalate incidents.
- Experience with incident management, call tracking, and ticketing systems, preferably ServiceNow.
- Strong organizational skills and attention to detail.
- Ability to work independently and multitask in a 24/7 NOC environment.
- 2 years of systems administration, help desk, and/or call center experience is highly desired.