Communications Specialist (Ref: 18538)

Position: Communications Specialist (Ref: 18538)
Location: Harrisburg, PA USA, 17101
Salary: $25.03/hr.
Duration: 11 Months 9 Days - Contract
Openings: 1
Deadline: 07/24/2026
Description:
***Local Candidates
***Onsite

We are seeking a dependable, customer-service-minded NOC Communications Specialist to provide essential Level 1 network monitoring and technical support during overnight and weekend hours. In this role, you will serve as the first point of contact for network inquiries and service interruptions, ensuring rapid incident logging, active system monitoring, and seamless escalation to Tier 2 engineers and external vendors.

If you thrive in an off-hour environment, possess sharp technical troubleshooting skills, and excel at clear communication during critical incidents, this is an excellent opportunity to support vital enterprise network operations.

End-User & Incident Support
• Answer inbound technical calls regarding network performance and service issues.
• Create, update, and manage trouble tickets in ServiceNow, escalating high-priority incidents promptly to Tier 2 engineers or third-party service providers.
• Utilize established Knowledgebase procedures, IT Service Desk workflows, and reference materials to resolve end-user issues efficiently.
• Provide clear, professional, and prompt communication to stakeholders and team members throughout the incident resolution lifecycle.

Network Monitoring & System Maintenance
• Monitor enterprise network status and hardware health using tools such as SolarWinds and SquaredUp.
• Actively track incoming incident queues and dedicated operational email accounts for system alerts.
• Conduct initial investigation and diagnostics for network outages, ensuring complete documentation and proper issue prioritization.
• Coordinate with network staff, escalation teams, and telecom/last-mile vendors to assist with service restoration.

Communication & Routine Support
• Serve as the primary operational contact during assigned non-business hours.
• Draft and distribute network status updates and enterprise incident alerts using predefined templates and escalation procedures.
• Assist network engineers with administrative and operational tasks, knowledgebase documentation updates, and disaster recovery support.

Basic Qualifications
• Experience: 2+ years of experience in help desk, call center, or systems administration environment.
• Technical Familiarity: Prior experience using ticketing and incident management systems (e.g., ServiceNow) and network monitoring software.
• Communication Skills: Excellent verbal and written communication skills with strong phone etiquette and the ability to articulate technical details clearly to users with varying levels of tech proficiency.
• Problem-Solving & Detail Orientation: Highly resourceful, detail-oriented, and structured in troubleshooting and prioritizing tasks under minimal supervision.
• Adaptability: Comfort following strict standard operating procedures while adapting quickly to sudden network outages or changing priorities.

Additional Requirements
• Must be local to the Harrisburg, PA area and able to work on-site during the specified 3rd shift schedule.
• Candidates must successfully complete an enhanced background check prior to start.
• Schedule: Full-Time 37.5 Hours/Week
• Shift Details: Saturday through Wednesday, 12:00 AM 8:30 AM (includes a 1-hour unpaid lunch)

Required / Desired Skills
• Previous systems administrator, help desk and/or call center experience Required - 2 Years
• Experience with incident management, call tracking and ticketing software (preferably ServiceNow) Required - 2 Years
• Ability to support end users with varying IT skillsets Required - 2 Years
• Ability to troubleshoot end-user issues and/or escalate as needed for quick resolution Required - 2 Years
• Excellent communication skills (written and oral) Required - 2 Years