NOC Comms Specialist Job

Job Summary

We are seeking a NOC Communications Specialist to provide after-hours Level 1 network technical support to employees, business partners, and vendors. Acting as the first point of contact through the Enterprise Network Operations Monitoring Service Desk, this role combines technical troubleshooting with strong customer service to ensure prompt resolution of IT/network issues during off-hours coverage.

Key Responsibilities
• Answer inbound calls regarding network issues from employees and LEC/LUC vendors
• Create and escalate ServiceNow trouble tickets to engineers, Tier 2 staff, and third-party providers
• Monitor Commonwealth networks and hardware using tools such as Solar Winds and Squared Up
• Perform first-line investigation, diagnosis, logging, and prioritization of network incidents
• Escalate unresolved or high-priority incidents to higher-tier support or LUC providers
• Coordinate with network staff and vendors to restore service based on alarm conditions
• Act as the primary after-hours network contact, issuing status updates via defined communication templates
• Monitor the ServiceNow ticket queue and relevant email accounts for events
• Update knowledgebase documentation
• Participate in disaster recovery activities

Required Skills & Certifications
• Excellent written and verbal communication skills with strong phone etiquette
• Experience with incident management, call tracking, and ticketing software
• Ability to support end-users with varying IT skill levels
• Updates network operation and knowledgebase documentation
• Detail-oriented, resourceful, highly organized, and adaptable to change

Preferred Skills & Certifications
• 2+ years of experience as a systems administrator, help desk, or call center agent
• Familiarity with IT service desk procedures

Scheduling & Logistics
• Schedule: Saturday–Wednesday, 12:00 AM–8:30 AM (37.5 hrs/week)
• Work Location: On-site —Harrisburg, PA (Dauphin County)
• Duration: 2 Months