NOC Communication Specialist *2nd Shift*

We need to output HTML fragment with sections: headings

for sections like About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. Only include sections if posting has real specific content. We must not repeat job title as heading. No Job ID etc. Remove boilerplate. We need to parse the posting. Content: - Title: NOC Communication Specialist *2nd Shift* (812132) - 2nd shift opening has hours Saturday through Wednesday 16:00-00:30 with Thursday and Friday off Location: Harrisburg, PA Duration: 10/05/2026-12/31/2026 We can include schedule info maybe in a Schedule section if present. The posting gives shift hours: Saturday through Wednesday 16:00-00:30, Thursday and Friday off. That's schedule. Also duration (dates). Could be considered schedule or maybe "Schedule" section includes shift and duration. - About the role: The client has agencies that provide 24/7 services... The PM Network Operational Monitoring position will provide first line network technical support... This position requires a technical individual with a customer-service-minded approach... The individual will work closely... The NOC Communications Specialist provides after-hour and weekend hours Level 1 Support by performing the skills listed below. Then there is "Role Description" with sub-sections: End-user Support, Monitoring & Maintenance, Communication, Routine Tasks. Those are responsibilities. - Required Skills: list of skills. - Preferred: 2+ years previous systems administrator, help desk, and/or call center experience. - Required-Experience with incident management, call tracking and ticketing software (preferably ServiceNow) - Required-Ability to support end users with varying IT skillsets - Required-Ability to troubleshoot end-user issues and/or escalate as needed for quick resolution - Required-Excellent communication skills (written and oral) We can combine into Requirements/Qualifications/Skills sections. We need to decide sections: About the role (summary), Responsibilities (detailed duties), Requirements (maybe required experience/skills), Skills (maybe preferred?), Benefits (none), Pay (none), Schedule (shift hours and duration). Since no benefits or pay mentioned, we omit those sections. We must not create sections with filler like "not specified". So only include sections with real content. Thus sections: About the role, Responsibilities, Requirements, Skills, Schedule. But we need to avoid duplication. Could combine Requirements and Skills into one? The instruction: Prefer a few substantive sections over many thin ones. Could have About the role, Responsibilities, Requirements (including skills and experience), Schedule. Let's do:

About the role

... summary ...

Responsibilities

• ... each duty ...

We need to preserve all substantive information; not invent or summarize away detail. So we need to include each bullet from the posting. Let's extract responsibilities: From 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 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. Monitoring & Maintenance: - 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. 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 documentation. - Participates in disaster recovery. - Completes assigned tasks. We need to keep all these as list items. Now Requirements/Skills: From Required Skills list: - 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. - Skill 2 Years-Highly desired-Previous systems administrator, help desk and/or call center experience - Required-Experience with incident management, call tracking and ticketing software (preferably ServiceNow) - Required-Ability to support end users with varying IT skillsets - Required-Ability to troubleshoot end-user issues and/or escalate as needed for quick resolution - Required-Excellent communication skills (written and oral) There's duplication. We need to preserve all substantive information but avoid duplication? The instruction: "Preserve ALL substantive information; do NOT invent or summarize away detail." It doesn't explicitly say to deduplicate, but we should not repeat same info multiple times? It says "do NOT invent or summarize away detail." Duplication is not inventing or summarizing away; it's preserving detail, but could be considered redundant. However, we could combine similar items into a concise list without losing detail. But we risk losing some nuance like "Preferred 2+ years previous systems administrator..." vs "Required-Experience with incident management..." etc. We need to keep each distinct piece. Let's list distinct requirements: - Excellent communication skills (written and spoken) - Ability to be clearly understood and 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 - Required: Experience with incident management, call tracking and ticketing software (preferably ServiceNow) - Required: Ability to support end users with varying IT skillsets (duplicate) - Required: Ability to troubleshoot end-user issues and/or escalate as needed for quick resolution (duplicate) - Required: Excellent communication skills (written and oral) (duplicate) We could keep only unique items, but that would be summarizing away detail? The duplicates are same meaning; removing them is not losing detail, just removing redundancy. The instruction says preserve ALL substantive information; removing duplicate statements does not lose substantive information because the information is still present once. It's acceptable to deduplicate. Thus we can list unique requirements. Now Schedule: The posting includes: "2nd shift opening has hours Saturday through Wednesday 16:00-00:30 with Thursday and Friday off Location: Harrisburg, PA Duration: 10/05/2026-12/31/2026" We can put schedule: Shift: Saturday–Wednesday 16:00–00:30, Thursday and Friday off. Location: Harrisburg, PA. Duration: 10/05/2026–12/31/2026. We could also include location in schedule or maybe a separate section? There's no specific heading for location; we could include in About the role or Schedule. Since schedule section is appropriate for shift hours and duration, we can also include location there. Now we need to output only HTML fragment, no markdown fences. Let's craft:

About the role

The client provides 24/7 services to its citizens. The PM Network Operational Monitoring position delivers first‑line network technical support to employees and business partners outside regular business hours via the Enterprise Network Operation Monitoring Network Service Desk. The role requires a technical, customer‑service‑focused individual who will work closely with Commonwealth staff, vendors, service providers and IT teams, while also being able to work independently, multitask, prioritize workload, and ensure prompt service and end‑user issue resolution. The NOC Communications Specialist provides after‑hour and weekend Level 1 Support by performing the duties listed below.

Responsibilities

• Answer inbound phone calls concerning network issues from Commonwealth employees, and LEC/Last User Contract, LUC, vendors.
• Create and escalate ServiceNow trouble tickets to Engineers, tier‑two Commonwealth staff, and/or third‑party service providers to ensure quick resolution of IT/network issues.
• Work with NOC T2 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.
• Follow IT Service Desk and Network Operator Knowledgebase procedures and make recommendations when improvements are needed.
• Promptly and properly escalate high‑priority issues.
• Utilize network management tools such as SolarWinds and Squared Up to monitor remote‑site networks and hardware.
• Actively monitor the status of Commonwealth networks and attached network assets using established tools and initiate appropriate actions.
• Respond to outages and system failures using established escalation processes.
• Provide first‑line investigation and diagnosis of network incidents, logging all details and prioritizing incidents.
• Escalate after‑hours incidents to staff for resolution.
• Promptly assign unresolved incidents to higher‑tier support or LUC providers to coordinate service restoration and obtain information for recording/tracking outages or service degradation.
• Coordinate with network staff and various vendors to assist with service restoration based on alarm conditions.
• Actively monitor the ServiceNow ticket queue.
• Monitor appropriate Commonwealth email accounts for event messages and initiate action as needed.
• Proactively identify and resolve problems.
• Act as the primary network contact for Commonwealth employees and business partners outside regular business hours.
• Perform Enterprise Incident communications using defined process and approved template.
• Monitor the network hotline during coverage hours.
• Issue network status updates using established procedures.
• Follow quality standards and display strong customer service skills.
• Assist network engineers and technicians with outstanding tasks.
• Update network operation and knowledgebase documentation.
• Participate in disaster recovery.
• Complete assigned tasks.

Requirements

• Excellent communication skills (written