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NOC Communications Specialist

Leading PA IT Firm
6 days ago
Contract
On-site
Harrisburg, Pennsylvania, United States

Second Shift: Saturday through Wednesday, 4:00 PM–12:30 AM; Thursday and Friday off.

Job Overview

The NOC Communications Specialist provides first-line network technical support and after-hours level 1 monitoring for employees and business partners. This role requires a customer-service-oriented professional capable of working independently, managing multiple priorities, and ensuring prompt resolution of IT and network issues. Operating during off-hours and weekends, this position acts as the primary contact for network availability and incident coordination.

Job Duties

  • Answer inbound phone calls regarding network issues from internal employees, vendors, and business partners.

  • Create, update, and escalate ServiceNow trouble tickets to tier-two engineers and third-party service providers for rapid resolution.

  • Research and update reference publications, diagnostic aids, and knowledgebase procedures.

  • Utilize network management tools (such as SolarWinds and SquaredUp) to monitor remote sites, network infrastructure, and hardware status.

  • Respond to outages and system failures using established escalation workflows.

  • Conduct first-line investigation, diagnosis, and logging of network incidents and high-priority issues.

  • Monitor ticket queues and designated email accounts for event messages, initiating appropriate actions.

  • Perform enterprise incident communications using defined processes and approved templates.

  • Coordinate with network staff and external vendors to assist with service restoration.

  • Assist engineers with operational tasks, documentation updates, and disaster recovery participation.

Job Requirements

Required Skills

  • Experience with incident management, call tracking and ticketing software (preferably ServiceNow)

  • Ability to support end users with varying IT skillsets

  • Ability to troubleshoot end-user issues and/or escalate as needed for quick resolution

  • Excellent communication skills (written and oral)

Preferred Skills

  • 2 Years: Previous systems administrator, help desk and/or call center experience