*Normal schedule is 3 overnight shifts - Mon., Tues. and Thurs nights
- Ability to support end-user with varying IT skillsets
- Ability to be clearly understood and has excellent phone etiquette
- Ability to follow directions, especially when using established operation and knowledgebase documentation, and client 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.
- Previous experience as systems administrator, help desk, and/or call center experience.
- 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.
- 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
