IT Help Desk

Location: Harrisburg, PA Salary: $21.00 USD Hourly - $24.00 USD Hourly Description:
About the Role
We are seeking a highly motivated Network Operations Center (NOC) Communications Specialist to serve as the primary point of contact for network-related incidents and operational support during after-hours and weekend coverage. This role provides Level 1 operational support, incident management, monitoring, and communication services to ensure the stability and availability of enterprise network services.
The ideal candidate is customer-focused, detail-oriented, and skilled at managing incidents in a fast-paced environment while collaborating effectively with technical teams, vendors, and stakeholders.
Responsibilities
End User Support

• Serve as the first point of contact for employees, business partners, and service providers reporting network-related issues.
• Respond to inbound calls, emails, and service requests regarding network incidents and service disruptions.
• Create, document, prioritize, and escalate incidents using ServiceNow or equivalent ticketing platforms.
• Coordinate with Network Engineers, technical support teams, vendors, and third-party providers to ensure timely issue resolution.
• Research and utilize knowledge base articles, standard operating procedures, and troubleshooting guides to assist with incident diagnosis and resolution.
• Escalate critical and high-priority incidents according to established procedures.
• Deliver exceptional customer service and maintain accurate communication throughout the incident lifecycle.

Monitoring & Incident Management

• Monitor enterprise networks, remote sites, and infrastructure using network management and observability tools such as SolarWinds, SquaredUp, or equivalent platforms.
• Perform first-level investigation, diagnosis, triage, and logging of network incidents and service interruptions.
• Monitor service health, alarms, alerts, and system notifications, initiating corrective actions as required.
• Escalate unresolved incidents to higher-tier technical teams and external service providers.
• Coordinate restoration activities with network engineers, telecommunications providers, and vendors.
• Monitor ServiceNow ticket queues and shared operational email accounts to ensure prompt response and resolution.
• Identify recurring issues and contribute to continuous service improvement initiatives.

Communications & Incident Response

• Act as the primary after-hours communications liaison for enterprise network incidents.
• Prepare and distribute incident notifications, outage communications, and status updates using approved templates and communication procedures.
• Support enterprise incident management processes through timely and accurate stakeholder communications.
• Monitor and manage network hotline communications during assigned coverage periods.
• Maintain professionalism and clarity when communicating technical information to both technical and non-technical audiences.

Operational Support

• Assist network engineering and operations teams with administrative and operational tasks.
• Update and maintain operational documentation, knowledge base articles, and standard operating procedures.
• Participate in disaster recovery, business continuity, and operational readiness activities.
• Complete assigned projects and operational tasks within established timelines.
• Support process improvement efforts and recommend enhancements to operational procedures and documentation.

Minimum Qualifications

• Associate's degree in Information Technology, Computer Science, Telecommunications, or a related field; equivalent work experience may be considered.
• 2+ years of experience in a Help Desk, Service Desk, NOC, Operations Center, Technical Support, Systems Administration, or Call Center environment.
• Experience using incident management, ticketing, and call-tracking platforms such as ServiceNow or similar tools.
• Basic understanding of networking concepts, including network connectivity, routing, switching, VPNs, and telecommunications services.
• Experience monitoring systems and responding to alerts within an operational support environment.
• Ability to work non-standard business hours, including nights, weekends, and holidays.

Preferred Qualifications

• Experience supporting enterprise network environments within a Network Operations Center (NOC).
• Familiarity with SolarWinds, SquaredUp, or similar infrastructure monitoring platforms.
• Knowledge of ITIL Incident Management principles and best practices.
• Industry certifications such as CompTIA Network+, Security+, ITIL Foundation, or equivalent.
• Experience supporting large-scale enterprise or government environments.

Medical, dental, and vision insurance are available to qualified candidates who meet eligibility requirements.
By providing your phone number, you consent to: (1) receive automated text messages and calls from the Judge Group, Inc. and its affiliates (collectively "Judge") to such phone number regarding job opportunities, your job application, and for other related purposes. Message & data rates apply and message frequency may vary. Consistent with Judge's Privacy Policy, information obtained from your consent will not be shared with third parties for marketing/promotional purposes. Reply STOP to opt out of receiving telephone calls and text messages from Judge and HELP for help.
Contact:
This job and many more are available through The Judge Group. Please apply with us today!