NOC Help Desk Analyst | ServiceNow

Role: OA/ETSO – NOC Communications Specialist
Client : Commonwealth of Pennsylvania
Location:  Harrisburg, PA – 100% Onsite at CTC
Schedule:  Saturday–Wednesday, 12:00 AM–8:30 AM
Lunch:  1-hour unpaid lunch
Hours:  37.5 hours/week
Employment Type:  Contract
Pay Rate:  $32.66/hr pay
Visa:  No EAD – all other U.S. work authorizations are acceptable
Local Requirement:  Candidates local to the Harrisburg, PA area are strongly preferred . Candidates willing to relocate to Harrisburg may also be considered.

Position Overview
Our client, the Commonwealth of Pennsylvania , is seeking a technically strong and customer-service-oriented NOC Communications Specialist  to provide Level 1 network and end-user support during overnight and weekend hours .
This position serves as a primary after-hours contact for Commonwealth employees, business partners, vendors, and IT teams experiencing network-related issues.
The ideal candidate should be comfortable working independently during an overnight shift, troubleshooting basic network and end-user issues, monitoring network environments, creating and escalating ServiceNow tickets, and following established procedures and knowledgebase documentation.
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.
Candidate Requirements – IMPORTANT
Please screen for the following before submitting:
- Harrisburg, PA local candidates strongly preferred.
- Must be willing to work 100% onsite at CTC .
- Must be available for the exact Saturday–Wednesday, 12:00 AM–8:30 AM  third-shift schedule.
- Must be comfortable with overnight/weekend work.
- Must have strong verbal communication and phone support skills.
- Must have experience with ticketing/incident management systems; ServiceNow is strongly preferred .
- Help Desk, NOC, Systems Administration, or technical support experience is preferred.
- No EAD.  All other U.S. work authorization types are acceptable.
- Candidates outside Pennsylvania should be willing to relocate to the Harrisburg area before starting .
- Candidate must be able to work independently and follow established Commonwealth procedures and escalation processes.
Ideal Candidate Profile
The strongest candidate will be a  Help Desk, NOC, Technical Support, or Junior Systems Administrator professional  with 2+ years of experience who has strong communication skills, ServiceNow/ticketing experience, basic network troubleshooting knowledge, and is comfortable working an overnight schedule in a 24x7 operational environment.
Priority order:
Harrisburg Local + ServiceNow + NOC/Help Desk/Network Support + Strong Communication + 3rd Shift Availability
Please do not submit candidates who are unwilling to work onsite in Harrisburg or cannot commit to the overnight Saturday–Wednesday schedule.