Help Desk - American Technology Consulting
Harrisburg, PA
About the Job
*Normal schedule is 3 overnight shifts - Mon., Tues. and Thurs nightsThe Commonwealth of Pennsylvania has agencies that provide 24/7 services to itscitizens. The PM Network Operational Monitoring position will provide first linenetwork technical support to employees and business partners by calling theEnterprise Network Operation Monitoring Network Service Desk outside of regularbusiness hours. This position requires a technical individual with acustomer-service-minded approach to dealing with Commonwealth Agency staff andIT teams. The individual will work closely with Commonwealth staff, vendors,service providers and IT staff, but must also be able to work independently,multitask by prioritizing and managing their own workload, and able to ensureprompt service and end-user issue resolution.The PM Network Operator provides after hours and weekend hours Service DeskLevel 1 Support by performing the skills listed below.Role Description:End-user Support• Answer inbound phone calls concerning network issues from Commonwealthemployees, and LEC/Last User Contract, LUC, vendors.• Creates and escalates Service Now trouble tickets to Engineers, tier twoCommonwealth staff, and/or third-party service providers to ensure the quickresolution of IT/Network issues.• Works with Engineers, Commonwealth staff and contracted personnel, and/orthird-party providers as needed.• Research and updates reference publications and diagnostic aids to seekinformation necessary to resolve end-user issues as needed.• Follows IT Service Desk and Network Operator Knowledgebase procedures andmakes recommendations when improvements are needed.• Promptly and properly escalate high priority issues.Monitoring & Maintenance• Utilize network management tools, such as Solar Winds, to monitor remote sitesnetwork and hardware.• Actively monitors the status of Commonwealth networks and attached networkassets using established tools and promptly initiates appropriate actions.• Responds to outages and system failures using established escalationprocesses.• Provide first-line investigation and diagnosis of network incidents, loggingall details and prioritization of incidents.• Escalate afterhours incidents to afterhours staff for resolution.• Promptly assign unresolved incidents to higher Tier support or LUC providersto coordinate restoration of service and obtain the necessary information forrecording/tracking the outage or degradation of service.• Coordinate with network staff and various vendors to assist with servicerestoration based on alarm conditions.• Actively monitors the Service Now ticket queue.• Monitors appropriate Commonwealth email accounts for any event messages andinitiates action as needed.• Proactively identifies and resolves problems.Communication• Acts as the primary network contact for Commonwealth employees and businesspartners outside of regular business hours.• Perform Enterprise Incident communications using defined process and approvedtemplate.• 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 andknowledgebase 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 ensurequick resolution.• Experience with incident management, call tracking, and ticketing software.• Preferred 2+ years previous systems administrator, help desk, and/or callcenter experience.
Source : American Technology Consulting