ATC ยท 1 day ago
Desktop Support Specialist
Greater Harrisburg Area
Contract
Onsite
Entry Level
$23/hr - $28/hr
2+ years expATC is a service provider for the Commonwealth of Pennsylvania, offering 24/7 support to its citizens. The Desktop Support Specialist will be responsible for providing first-line network technical support and ensuring prompt service and issue resolution for employees and business partners. This role requires excellent communication skills and the ability to manage multiple tasks effectively while working independently.
AnimationInformation TechnologyMobile AppsSoftware
Hiring Manager
Ramakrishnan M
Responsibilities
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 NOC T2 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
Utilize network management tools, such as Solar Winds and Squared up, 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 after hours incidents to 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
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
Assists the network engineers and technicians with outstanding tasks
Updates network operation and knowledgebase documentation
Participates in disaster recovery
Completes assigned tasks
Qualification
Required
Possesses excellent communication skills; both written and spoken
Ability to be clearly understood and has excellent phone etiquette
Ability to support end-users with varying IT skillsets
Ability to follow directions, especially when using established operation and knowledgebase documentation, and Commonwealth standard operating procedures
Ability to adapt to change
Detail oriented and resourceful
Excellent organizational skills
Ability to troubleshoot end-user issues and/or escalate as needed to ensure quick resolution
Experience with incident management, call tracking, and ticketing software
Preferred
2+ years previous systems administrator, help desk, and/or call center experience
Company
ATC
Founded in the wake of the 2008 Great Recession, ATC has evolved into a dynamic tech company, known for its ability to adapt quickly to the ever-changing business landscape.
201-500 employees
H1B Sponsorship
ATC has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (24)
2024 (12)
2023 (13)
2022 (7)
2021 (23)
2020 (38)
Funding
Current Stage
Growth StageLeadership Team
Zainab (Ameera) A
Director of Partnerships & Training Departments/Senior Agile Specialist
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