911 Network Operations Technician (Night Shift) – Contract-to-Hire (Raleigh, NC)

Mfinite Consulting•Raleigh, NC

2d•Onsite

About The Position

Mfinite Consulting is hiring a Tier I Network Technician for the North Carolina 911 Board’s Network Monitoring and Assistance Center (NMAC) in Raleigh. The NMAC is a 24/7 statewide operations center that monitors North Carolina’s Next Generation 911 (NG911) system and coordinates technical support for 911 centers, telecom providers, and technology vendors. The role primarily involves monitoring, incident management, customer support, and vendor coordination rather than hands-on network configuration. No prior 911 experience is required; training is provided. This is a four-month contract-to-hire assignment, scheduled to run from November 16, 2026, through March 31, 2027. During the contract, the position pays $27–$30 per hour, based on experience. The assignment is intended to convert to a full-time North Carolina state employee role at $60,000 per year, depending on performance, position availability, and State hiring requirements. During the contract, the worker will be a full-time W-2 hourly employee of Mfinite Consulting LLC. The position is 100% onsite at 3900 Wake Forest Road in Raleigh, with no remote or hybrid work. The schedule is an overnight shift in a 24/7/365 operations center, eight hours per day and five days per week, and may include weekends and holidays.

Requirements

High school diploma or equivalent.
About 4 years of experience with monitoring and alerting tools, incident or ticket management, and working across several applications at once.
Basic understanding of IP connectivity, network equipment, and telecom services.
Strong customer service, written and verbal communication, and attention to detail.
Ability to follow procedures, work independently, and remain composed during urgent incidents.
Dependable attendance on an overnight schedule.
Ability to attend an in-person interview in Raleigh.
Authorization to work in the U.S. without sponsorship, now or for the full-time role.
Must pass a national criminal background check and E-Verify.

Nice To Haves

Experience in a help desk, NOC, technical support center, or telecom environment.
Experience with Salesforce, ServiceNow, or another ticketing or case management system.
911, emergency communications, or public safety experience, or familiarity with NG911 and call handling equipment.
Military or veteran background; military spouses are also welcomed.

Responsibilities

Monitor statewide NG911 network and system dashboards for alarms, outages, and abnormal conditions.
Take calls and support requests from 911 centers (PSAPs) across North Carolina and gather details about each issue.
Create, update, and close incident records in Salesforce, including timelines, troubleshooting steps, and vendor responses.
Set incident priority based on severity, follow Standard Operating Guidelines, and escalate issues to Tier II, vendors, or management.
Coordinate with vendors such as AT&T, Motorola Solutions, Intrado, and RapidSOS; follow up on open tickets and participate in incident bridges.
Provide clear, calm status updates to 911 staff and prepare thorough shift turnover notes.