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STI Linkedin · Posted 4mo ago

Communications Specialist - Harrisburg, PA

Panama

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Indexed description

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.
  • Research 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 escalate high priority issues.

Monitoring & Maintenance

  • Utilize network management tools, such as Solar Winds and Squared up, to monitor remote sites network and hardware.
  • Actively monitors the status of Commonwealth networks and attached network assets using established tools and promptly initiates appropriate actions.
  • Responds to outages and system failures using established escalation processes.
  • Provide first-line investigation and diagnosis of network incidents, logging all details and prioritization of incidents.
  • Escalate after hours incidents to staff for resolution.
  • Promptly assign unresolved incidents to higher Tier support or LUC providers to coordinate restoration of service and obtain the necessary information for recording/tracking the outage or degradation of service.
  • Coordinate with network staff and various vendors to assist with service restoration based on alarm conditions.
  • Actively monitors the Service Now ticket queue.
  • Monitors appropriate Commonwealth email accounts for any event messages and initiates action as needed.
  • Proactively identifies and resolves problems.

Communication

  • Acts as the primary network contact for Commonwealth employees and business partners outside of regular business hours.
  • Perform Enterprise Incident communications using defined process and approved template.
  • Monitors the network hotline during coverage hours.
  • Issues network status updates using established procedures.
  • Follows quality standards and displays strong customer service skills.

Routine Tasks

  • Assists the network engineers and technicians with outstanding tasks.
  • Updates network operation and knowledgebase documentation.
  • Participates in disaster recovery.
  • Completes assigned tasks.

Required Skills

  • Possesses excellent communication skills; both written and spoken.
  • Ability to be clearly understood and has excellent phone etiquette.
  • Ability to support end-users with varying IT skillsets.
  • Ability to follow directions, especially when using established operation and knowledgebase documentation, and Commonwealth standard operating procedures.
  • Ability to adapt to change.
  • Detail oriented and resourceful.
  • Excellent organizational skills.
  • Ability to troubleshoot end-user issues and/or escalate as needed to ensure quick resolution.
  • Experience with incident management, call tracking, and ticketing software.
  • Preferred 2+ years previous systems administrator, help desk, and/or call center experience.
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