Job Description

Network Operational Monitor (After Hours) / Full-Time / On-Site / Harrisburg, PA

Become a member of a growing team of Information Technology professionals making an impact and providing solutions for Government and Commercial clients since 1996 Join the Domino Tech Team!

Accepting Candidates Until 10/10/2024 at 2:00 PM

The Position:
Client: Commonwealth of Pennsylvania Office of Administration Enterprise Technology Services Office (ETSO)
Position Title: OA-ETSO - Network Operational Monitor (After Hours) PS3 (748840)
Location: On-Site in Harrisburg, PA
Duration: Initial term through 06/30/2025 (+ Annual Renewal in 1-Year Terms)

Note: Candidates must currently reside in Pennsylvania, and within a reasonable commuting distance (2-hours / 100-miles) to Harrisburg, PA.

Schedule;
Monday 5:00pm 6:30am
Tuesday 5:00pm 6:30am
Wednesday N/A
Thursday 5:00pm 6:30am
Friday N/A
Saturday N/A
Sunday N/A

Position Summary:
The Commonwealth of Pennsylvania has agencies that provide 24/7 services to its citizens. The Network Operational Monitor (After Hours) position will provide first line network technical support to employees and business partners 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 Network Operational Monitor provides after hours and weekend hours Service Desk Level 1 Support by performing the skills listed below;

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 update 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.
- Perform Enterprise Incident communications using defined process and approved template.
- Monitors the network hotline during normal business 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.

The Skills and Experience:
- Ability to support end-users with varying IT skillsets
- Ability to be clearly understood with excellent phone etiquette
- Ability to follow directions, especially when using established operation and knowledgebase documentation, and CoPA standard operating procedures
- Ability to troubleshoot end-user issues and/or escalate as needed to ensure quick resolution
- Experience with incident management, call tracking, and ticketing software
- 2+ Years: Experience as systems administrator, help desk, and/or technical call center is highly desired

The Company:
The mission of Domino Technologies, Inc. is to provide clients with IT solutions for their individual business processes that lead to strategic market advantages. Since its founding in 1996, the Domino Tech Team has built a solid record of performance working with clients in the Government and Commercial sectors.

The Perks:
- Excellent Market Salary
- Competitive Benefits
- Paid Holidays and Vacation
- Positive Work-Life Balance

The Location:
Domino Technologies is based in the Harrisburg area the capital city of the Commonwealth of Pennsylvania and the county seat of Dauphin County. Located on the east bank of the Susquehanna River, Harrisburg is the anchor of the Susquehanna Valley metropolitan area.

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Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

• Dice Id: 10122814
• Position Id: 2007-102024

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