End User Documentation Incident Management Specialist (Jobs in Dauphin County, P   Requirement id 149864 Job title Specialist Job location in Dauphin County, PA Skills required Product Specialist, End User Documentation, Call Tracking, Incident Management Open Date 04-Oct-2024 Close Date Job type Contract Duration 8 Months Compensation DOE Status requirement --- Job interview type ---    Email Recruiter: coolsoft Job Description Specialist: Product Specialist, End User Documentation, Call Tracking, Incident Management No of Submissions : 3 start date :10/21/2024 End date :06/30/2025 submission deadline : 10/10/2024 client info : OA/ETSO Note: * OA - Network Monitor *URGENT NEED - candidates will be screened daily as they are received* *Position requires on-site reporting in Harrisburg office* *Normal schedule is 3 overnight shifts - Mon., Tues. and Thurs nights Description : 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 document   Call 502-379-4456 Ext 100 for more details. Please provide Requirement id: 149864 while calling.   Other jobs in PA: Dauphin (1), Dauphin County (3), Downingtown (2), Glen Milla (1), Harribsurg (1), Harrisburg (47), Horsham (6), Malvern (2), Pennsylvania (13), Phila (2), Philadelphia (16), Pittsburgh (1), Radnor (2), Reading (1), Sharon (3), WAYNE (1), West Cheste (1), West Chester (33),    Product Specialist job openings in other states Jobs List JFS-Product Specialist 5/PS5 (745824) Create date: 27-Aug-2024 Job Title: JFS-Product Specialist 5/PS5 (Middleware Administrator Engineer) (745824) No of Submissions : 3 start date :09/09/2024 End date :06/30/2025 submission deadline : 08/30/2024 client info : JFS Description : Year.... (This job is for - Jobs in OH Columbus Specialist - (in Columbus, OH)) Product Specialist 1/PS1 - 64738 Create date: 22-Aug-2019 Start Date : 09/16/2019 End Date : 06/30/2020 Submission Dead Line : Will Close to submissions on: Wednesday 8/28 @ 10AM Client Info : DAS Note: * Interviews: Candidates will need to be available for on-site interviews Description : Product Specialist 1/PS1.... (This job is for - Analysis Support Jobs in OH Columbus Specialist - (in Columbus, OH)) IT - BWC - Product Specialist 4/PS4 - 47902 Create date: 02-Aug-2017 Start Date : 08/14/2017 End Date : 06/30/2018 Submission Dead Line : 08/08/2017 Description : Job Title: The Product Specialist 4 Interview Process: Initial 15 minute phone call for 1st Round. 2nd round onsite interview. Will close to submissions: Tuesday 8/8/2017 at 10:00am EST IPSec Jobs in OH Columbus Specialist - (in Columbus, OH)) 40357 - IT - DOT - Product Specialist 4/PS4 Create date: 18-May-2016 Start Date : 06/13/2016 End Date : 06/30/2016 Submission Deadline : 05/31/2016 Description : Job Title: Product Specialist 4 / PS4 NTE Rate: $79.40 Interviews: Onsite interviews are REQUIRED. ONLY onsite interviews will be conducted. Local candidates are preferred. Resumes.... (This job is for - Equivalent GIS Jobs in OH Columbus Specialist - (in Columbus, OH)) 37394 - IT - BWC - Product Specialist 5/PS5 Create date: 16-Mar-2016 Note: Start date : 12/21/2015 End date : 6/30/2016 Submission deadline: 4/28/2016 Description: Rate Card Title: Product Specialist 5 Not to Exceed (NTE) Rate: $98.83 The State recognizes that some aspects of the role, responsibilities and experience requirements are beyond the typical.... (This job is for - OLAP Jobs in OH Columbus Specialist - (in Columbus, OH))    Product Specialist job openings in PA Jobs List Product Specialist - 451280 Create date: 11-Apr-2016 Description: Product Specialist 4 (PS4) - 7 to 8 years relevant experience This resource will be managed by the Bureau of Information Technology and will be assigned as the primary GIS application developer for the Bureau of State Parks. The particular initiative includes the high priority State Parks Data Portal development .... (This job is for - job Jobs in PA Harisburg Specialist - (in Harisburg, PA)) (Specialist: Product Specialist, End User Documentation, Call Tracking, Incident Management in Dauphin County, PA)

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