NOC/IT/System/Computer/Helpdesk Specialist (3rd Shift Saturday–Wednesday, 12:00 AM–8:30 AM)

Key Responsibilities
End-User & Network Support

• Answer inbound calls regarding network and IT issues from Commonwealth employees, vendors, and business partners.
• Provide first-line troubleshooting and technical support.
• Create, document, update, and escalate ServiceNow trouble tickets.
• Escalate issues to Tier 2/Tier 3 engineers, Commonwealth IT staff, vendors, or third-party service providers as appropriate.
• Research knowledgebase articles, reference documentation, and diagnostic aids to resolve issues.
• Follow established Service Desk, NOC, and Commonwealth standard operating procedures.
• Promptly identify and escalate high-priority incidents.

Network Monitoring & Maintenance

• Monitor Commonwealth network sites and network-connected hardware using tools such as SolarWinds and SquaredUp.
• Monitor network status, alerts, alarms, and attached network assets.
• Perform first-line investigation and diagnosis of network incidents.
• Respond to outages and system failures according to established escalation procedures.
• Document incident details, priorities, actions taken, and escalation information.
• Assign unresolved incidents to appropriate higher-tier support teams or service providers.
• Coordinate with network engineers, vendors, and service providers to assist with service restoration.
• Actively monitor the ServiceNow ticket queue.
• Monitor designated Commonwealth email accounts for network/event notifications and initiate appropriate action.
• Proactively identify potential problems and initiate the appropriate response.

Communication & Incident Management

• Serve as the primary after-hours network contact for Commonwealth employees and business partners.
• Provide professional and courteous customer service over the phone.
• Perform enterprise incident communications using approved processes and templates.
• Provide network status updates according to established procedures.
• Maintain accurate and timely incident documentation.
• Communicate effectively with Commonwealth staff, network engineers, vendors, and third-party providers.

Routine Responsibilities

• Assist network engineers and technicians with outstanding operational tasks.
• Update network operations and knowledgebase documentation.
• Participate in disaster recovery activities.
• Complete assigned operational and administrative tasks.
• Follow established quality and compliance standards.

Required Qualifications

• Excellent verbal and written communication skills.
• Strong phone etiquette and ability to communicate clearly with users of varying technical skill levels.
• Customer-service-oriented approach to technical support.
• Ability to follow established procedures, SOPs, and knowledgebase documentation.
• Strong troubleshooting and problem-solving skills.
• Ability to determine when an issue should be escalated and ensure timely escalation.
• Experience with incident management, call tracking, and ticketing systems.
• Strong attention to detail and organizational skills.
• Ability to multitask and prioritize competing issues.
• Ability to work independently during overnight/after-hours operations.
• Ability to adapt to changing priorities and operational requirements.

Preferred Experience

• 2+ years of experience in one or more of the following:
  • Systems Administration
  • Help Desk / Service Desk
  • NOC / Network Operations
  • Technical Support
  • IT Call Center
• Experience working with ServiceNow.
• Experience supporting network incidents or monitoring environments.
• Experience with SolarWinds, SquaredUp, or similar network monitoring tools.
• Experience working in a 24x7 NOC, service desk, or IT operations environment.
• Familiarity with network troubleshooting and escalation procedures.