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Service Desk Specialist
Software Technology Inc —Harrisburg, PA
- Overnight shift
- Research
- Mid-level
- Organizational skills
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Network Engineer
Syntiro Networks, Inc —Remote
- $30 - $60 an hour
- Full-time
- Remote
- Heavy lifting
- Mid-level
- Analysis skills
- Flexible schedule
Quick Apply
10d
IT Technician/Support
Endygo —Arlington, TX
- Mid-level
- High school diploma or GED
- Communication skills
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IT Technician
Buckeye Micro Inc —Jupiter, FL
- From $60,000 a year
- Full-time
- Hybrid work
- Azure
- Customer service
- Mid-level
- Paid time off
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Jr. Systems Administrator
Paragone Solutions, Inc. —Remote
- Part-time
- Military
- Analysis skills
- US work authorization
Quick Apply
IT Systems Engineer - Tier 3
STACK Cybersecurity —Livonia, MI
- $80,000 - $120,000 a year
- Weekends as needed
- Microsoft Word
- Microsoft Excel
- Microsoft Outlook
- AD&D insurance
- Health insurance
Quick Apply
Helpdesk Technician I
CyberSheath —Remote
- $55,000 - $68,000 a year
- Evenings as needed
- Computer science
- Computer Science
- Windows
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IT Specialist
Virtuas —Houston, TX
- Hybrid work
- Computer skills
- Communication skills
- Entry level
- Profit sharing
- Paid holidays
Quick Apply
IT Technician
Surveillance Secure —Frederick, MD
- Weekends as needed
- Office
- Windows
- Travel
IT Support Specialist
PlayStation Global —San Mateo, CA
- $93,800 - $140,800 a year
- Rotating shift
- Mid-level
- Windows
- AWS
Quick Apply
Helpdesk Technician III
CyberSheath —Remote
- $85,000 - $100,000 a year
- Evenings as needed
- Computer science
- 7 years
- Computer Science
Quick Apply
IT Technician (Field)
Cal Tech Services Inc —Carson City, NV
- $25 - $30 an hour
- Part-time
- Computer science
- Computer Science
- Analysis skills
- Opportunities for advancement
Quick Apply
IT Help Desk Technician
Darkhorse Tech —Remote
- $40,000 - $45,000 a year
- Full-time
- Remote
- Computer science
- Computer Science
- Windows
Quick Apply
IT Specialist
Clearpath Global —Fairfax, VA
- $72,000 - $85,000 a year
- Full-time
- Hybrid work
- Google Workspace
- Computer Science
- Office
- Health savings account
- Health insurance
Quick Apply
IT Support Specialist (Entry-Level)
WINONICS —Brea, CA
- $20 - $23 an hour
- Full-time
- Office
- Microsoft Office
- High school diploma or GED
Quick Apply
IT Technician
ProSoft —Orem, UT
- $40,000 - $80,000 a year
- Urgently hiring
- Azure
- Mid-level
- AWS
Quick Apply
IT Support Tech 1
Omega Morgan —Hillsboro, OR
- $50,000 - $60,000 a year
- Microsoft Outlook
- Windows
- SharePoint
- Paid holidays
- Disability insurance
Quick Apply
IT Specialist
HERITAGE PROVIDER NETWORK, INC. —Santa Clarita, CA
- $66,560 - $80,000 a year
- Clinic
- Bachelor's degree
- Travel
- Travel reimbursement
- Relocation assistance
Quick Apply
IT Support Specialist
Fujitsu —Santa Clara, CA
- $30 - $40 an hour
- Part-time
- Google Workspace
- Office
- Windows
IT Support
ATC —Mechanicsburg, PA
- Contract
- Mid-level
- Contracts
- In-person

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Service Desk Specialist

Software Technology Inc -
Harrisburg, PA

Quick Apply

Job Details

Qualifications

Phone communication
Incident report management
Incident management software
Incident Escalation
Escalation handling
Standard operating procedures (SOPs)
Ticketing system technical support

Full Job Description

Title: Product Specialist 3

Location: Harrisburg, PA

Duration: 8 Months

Work schedule is 3 overnight shifts - Mon., Tues. and Thurs nights

Job Description: OA - Network Monitor

The Commonwealth of Pennsylvania has agencies that provide 24/7 services to its citizens. The PM Network Operational Monitoring position will provide first line network technical support to employees and business partners by calling the Enterprise Network Operation Monitoring Network Service Desk outside of regular business hours. This position requires a technical individual with a customer-service-minded approach to dealing with Commonwealth Agency staff and IT 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 ensure prompt service and end-user issue resolution.

The PM Network Operator provides after hours and weekend hours Service Desk Level 1 Support by performing the skills listed below.

Role Description:

End-user Support
Answer inbound phone calls concerning network issues from Commonwealth employees, and LEC/Last User Contract, LUC, vendors.
Creates and escalates Service Now trouble tickets to Engineers, tier two Commonwealth staff, and/or third-party service providers to ensure the quick resolution of IT/Network issues.
Works with Engineers, Commonwealth staff and contracted personnel, and/or third-party providers as needed.
Research and updates reference publications and diagnostic aids to seek information necessary to resolve end-user issues as needed.
Follows IT Service Desk and Network Operator Knowledgebase procedures and makes 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 sites network and hardware.
Actively monitors the status of Commonwealth networks and attached network assets using established tools and promptly initiates appropriate actions.
Responds to outages and system failures using established escalation processes.
Provide first-line investigation and diagnosis of network incidents, logging all details and prioritization of incidents.
Escalate afterhours incidents to afterhours staff for resolution.
Promptly assign unresolved incidents to higher Tier support or LUC providers to coordinate restoration of service and obtain the necessary information for recording/tracking the outage or degradation of service.
Coordinate with network staff and various vendors to assist with service restoration based on alarm conditions.
Actively monitors the Service Now ticket queue.
Monitors appropriate Commonwealth email accounts for any event messages and initiates action as needed.
Proactively identifies and resolves problems.

Communication

Acts as the primary network contact for Commonwealth employees and business partners outside of regular business hours.
Perform Enterprise Incident communications using defined process and approved template.
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 and knowledgebase 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 ensure quick resolution.
Experience with incident management, call tracking, and ticketing software.
Preferred 2+ years previous systems administrator, help desk, and/or call center experience.

Quick Apply

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