OA​/ETSO -Communications Specialist *1st Shift* Remote

OA/ETSO
-Communications Specialist
* 1st Shift
* job at RICEFW Technologies Inc. Remote. OA/ETSO - NOC Communications Specialist.

Full‑time, 37.5 hour per week schedule:
Wednesday through Sunday – 8:00 am‑4:30 pm with an hour unpaid lunch. On‑site position didates must be local to Harrisburg area.

The Commonwealth of Pennsylvania has agencies that provide 24/7 services to its citizens. The PM Network Operational Monitoring position 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 Commonwealth Agency staff and IT teams.

The NOC Communications Specialist provides after‑hour and weekend hours Level 1 Support by performing the skills listed below.

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.
• Researches and updates 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 escalates high priority issues.

• Utilizes network management tools, such as Solar Winds and Squared Up, to monitor remote sites network and hardware.