What are the responsibilities and job description for the Product specialist position at My3Tech?
Job : ProductSpecialist 3 (740615)
Location : Harrisburg PA REMOTE Position isfully remote but candidates must have ability to report toHarrisburg office if / when needed.
Consultant pay rate : $20 / hr on W2 (AllInclusive)
OA NetworkOperational Monitor
Agency needs to backfill an outgoing contractorwho was covering the following shifts :
Wednesday 5pm6 : 30am
Saturday5am5 : 30pm
Sunday 5am5 : 30pm
TheCommonwealth of Pennsylvania has agencies that provide 24 / 7services to its citizens. The PM Network Operational Monitoringposition will provide first line network technical support toemployees and business partners by calling the Enterprise NetworkOperation Monitoring Network Service Desk outside of regularbusiness hours.
This position requires a technical individual witha customerserviceminded approach to dealing with CommonwealthAgency staff and IT teams.
The individual will work closely withCommonwealth staff vendors service providers and IT staff but mustalso be able to work independently multitask by prioritizing andmanaging their own workload and able to ensure prompt service andenduser issue resolution.
The PM Network Operator provides after hours and weekendhours Service Desk Level 1 Support by performing the skills listedbelow.
RoleDescription : Enduser Support
Enduser Support
Answer inbound phone callsconcerning network issues from Commonwealth employees and LEC / LastUser Contract LUC vendors.
Creates and escalates Service Now trouble tickets toEngineers tier two Commonwealth staff and / or thirdparty serviceproviders to ensure the quick resolution of IT / Networkissues.
Works withEngineers Commonwealth staff and contracted personnel and / orthirdparty providers as needed.
Research and updates reference publications anddiagnostic aids to seek information necessary to resolve enduserissues as needed.
Follows IT Service Desk and Network OperatorKnowledgebase procedures and makes recommendations whenimprovements are needed.
Promptly and properly escalate high priorityissues.
Monitoring &Maintenance
Utilize network management tools such as Solar Winds tomonitor remote sites network and hardware.
Actively monitors the status of Commonwealthnetworks and attached network assets using established tools andpromptly initiates appropriate actions.
Responds to outages and system failures usingestablished escalation processes.
Provide firstline investigation and diagnosisof network incidents logging all details and prioritization ofincidents.
Promptlyassign unresolved incidents to higher Tier support or LUC providersto coordinate restoration of service and obtain the necessaryinformation for recording / tracking the outage or degradation ofservice.
Coordinatewith network staff and various vendors to assist with servicerestoration based on alarm conditions.
Actively monitors the Service Now ticketqueue.
Monitorsappropriate Commonwealth email accounts for any event messages andinitiates action as needed
Proactively identifies and resolvesproblems.
Communication
Acts as the primary network contact forCommonwealth employees and business partners outside of regularbusiness hours.
Perform Enterprise Incident communications using definedprocess and approved template.
Monitors the network hotline during coveragehours.
Issues networkstatus updates using established procedures.
Follows quality standards anddisplays strong customer service skills.
Routine Tasks
Assists the network engineers andtechnicians with outstanding tasks.
Updates network operation and knowledgebasedocumentation.
Participates in disaster recovery.
Completes assignedtasks.
Required Skills :
Possesses excellent communicationskills; both written and spoken.
Ability to be clearly understood and has excellent phoneetiquette.
Ability tosupport endusers with varying IT skillsets.
Ability to follow directions especially whenusing established operation and knowledgebase documentation andCommonwealth standard operating procedures.
Ability to adapt to change.
Detail oriented andresourceful.
Excellent organizational skills.
Ability to troubleshoot enduser issues and / orescalate as needed to ensure quick resolution.
Experience with incidentmanagement call tracking and ticketing software.
Preferred 2 years previoussystems administrator help desk and / or call centerexperience.
Abilityto support enduser with varying IT skillsets
Required
Ability to be clearly understood and hasexcellent phone etiquette
Required
Ability to follow directions especially when usingestablished operation and knowledgebase documentation and CoPAstandard operating procedures
Required
Ability to troubleshoot enduser issues and / or escalateas needed to ensure quick resolution.
Required
Experience with incident management call tracking andticketing software.
Required
Previous experience as systems administrator help deskand / or call center experience.
What weare :
My3Tech is an IT servicesfirm focused on catalyzing transformational IT initiatives of itsclients through deep domain knowledge technology expertise andcustomer commitment.
A trusted longterm service provider forvarious state governments across both the software productdevelopment and IT Staff Augmentation.
Certified Minority BusinessEnterprise (MBE) with over 13 years of experience. We are CMMILevel 3 Certified for both IT Development and IT Services ISO27001 : 2022 certified for Information Security Management and ISO9001 : 2015 certified for Quality ManagementSystems.
Last updated : 2024-06-30
Salary : $20
