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

OA/ETSO - NOC Communications Specialist

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

OA/ETSO – the Commonwealth of Pennsylvania provides 24/7 services. The PM Network Operational Monitoring position provides 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. The role requires a technical individual with a customer‑service‑mindful approach to dealing with Commonwealth Agency staff and IT teams. The individual will work closely with Commonwealth staff, vendors, service providers, and IT staff, but must also be able to work independently, multitask by prioritizing and managing their own workload, and ensure prompt service and end‑user issue resolution.

• Answer inbound phone calls concerning network issues from Commonwealth employees and LEC/Last User Contract (LUC) vendors.
• Create and escalates Service Now trouble tickets to Engineers, tier‑two Commonwealth staff, and/or third‑party service providers to ensure quick resolution of IT/Network issues.
• Work 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.
• Follow IT Service Desk and Network Operator Knowledgebase procedures and make recommendations when improvements are needed.
• Promptly and properly escalates high‑priority issues.

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