IT Support Specialist

Job Title:
IT Support Specialist

Job Overview:
Contemporary Staffing Solutions is seeking a IT Support Specialist to join our client to support critical network operations that keep essential statewide systems running smoothly. In this role, you will serve as the first point of contact for off-hours technical support, assisting employees and partners with network-related issues and ensuring incidents are properly documented and escalated. You will actively monitor network tools, investigate alerts, and coordinate with engineering teams to help maintain system uptime. This is a contract, onsite position based in Harrisburg, PA, ideal for someone who thrives in a structured, fast-paced environment and enjoys problem-solving with a customer-first mindset.

Compensation:
$20–$22/hour

Work Schedule:
Wednesday–Sunday, 8:00 a.m.–4:30 p.m.

Key Responsibilities of the IT Support Specialist:
End-User Support & Ticket Handling

• Answer inbound calls regarding network issues and assist users with varying levels of technical experience.
• Create, triage, and escalate ServiceNow tickets to engineers, Tier 2 teams, or third-party providers.
• Follow established knowledgebase procedures and recommend updates when improvements are identified.

Network Monitoring & Incident Response

• Monitor network performance and remote-site hardware using tools such as SolarWinds and SquaredUp.
• Identify outages, degradations, and system failures, initiating appropriate incident response steps.
• Prioritize incidents based on impact and follow escalation protocols to ensure swift resolution.

Diagnostics, Escalation & Documentation

• Perform first-line investigation of network alerts and document key details within ticketing systems.
• Escalate unresolved issues to higher-tier support or LEC/LUC providers to coordinate service restoration.
• Maintain accurate logs to support tracking, reporting, and continuous service improvement.

Communication & Status Reporting

• Serve as the primary network contact during off-hours, delivering timely communication to employees and partners.
• Issue incident notifications and network status updates using approved templates.
• Monitor ServiceNow queues and designated email inboxes for event-driven messages requiring action.

Operational Support & Knowledgebase Maintenance

• Assist engineers and technicians with outstanding tasks and routine operational needs.
• Update internal documentation and contribute to disaster recovery efforts.
• Support team efficiency by identifying opportunities to improve processes and reference materials.

Qualifications and Skills for the IT Support Specialist:

• Strong verbal and written communication skills with clear phone etiquette.
• Ability to follow detailed procedures while multitasking and prioritizing in a fast-moving environment.
• Demonstrated troubleshooting ability and comfort assisting users across different technical levels.
• Experience with incident management or ticketing systems, preferably ServiceNow.
• Highly organized, adaptable, and detail-oriented in documenting incidents and actions taken.
• Preferred 2+ years of experience in IT support, help desk, call center, or a similar technical role.

Why Join Us?
This role offers the chance to support mission-critical operations while building hands-on experience with enterprise monitoring tools and incident response workflows. You'll collaborate with skilled technical teams, strengthen your communication and troubleshooting skills, and gain valuable exposure to large-scale network environments. It's a strong stepping stone for advancing your career in network operations or IT support.

About Us:
Contemporary Staffing Solutions (CSS) is a trusted leader in providing contract, temporary, temp-to-hire, and direct hire staffing solutions. With decades of experience, we've grown from a staffing agency to a nationwide provider of workforce management solutions. Our niche recruitment expertise spans Accounting & Finance, Call Center & Office Support, Human Resources, Sales & Marketing, and Information Technology. Explore more about CSS and how we connect great talent with exceptional opportunities by visiting