Service Desk Specialist

1 week ago

Harrisburg, United States Software Technology Inc. Full time

Title: Service Desk Specialist 3

Location: Harrisburg, PA

Duration: 8 Months


*Work schedule is 3 overnight shifts – Mon, Tues and Thurs nights


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.


Thanks

Kishore Kallem

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