NCDIT - Network/Telecom Specialist- Junior

Cynet Systems•Wake Forest, NC

4d•Onsite

About The Position

The North Carolina 911 Board’s Network Monitoring and Assistance Center (NMAC) is a 24/7/365 statewide operations center that monitors and coordinates technical support for North Carolina’s Next Generation 911 (NG911) system. It serves as a central point of contact for Public Safety Answering Points (PSAPs), telecommunications providers, and technology vendors, supporting the availability and reliability of critical 911 services. The Tier I Network Technician is a frontline support resource on the overnight operations team. The role primarily involves monitoring systems, managing incidents, supporting customers, and coordinating with vendors rather than configuring or administering networks directly. The technician monitors NG911 dashboards and notifications, receives and documents service issues, assigns incident priorities, follows established procedures, and escalates critical or unresolved issues to Tier II staff, vendors, or management. The position also coordinates troubleshooting and restoration activities, communicates status updates, and maintains accurate incident records and shift handover notes. This is an initially four-month contract-to-hire assignment, with the stated intent to transition the selected candidate to a permanent North Carolina state government position, subject to satisfactory performance, position availability, and applicable hiring requirements. The listed salary for the full-time position is $60,000 per year. NCDIT does not offer sponsorship for the full-time role; candidates must be able to work full time without sponsorship. The position is 100% on-site in Raleigh, North Carolina, on an overnight/night shift in a continuously staffed 24/7 operations environment. Weekend and holiday work may be required according to the assigned schedule. The work involves extensive computer use, telephone communication, technical documentation, and monitoring multiple systems. Training will be provided on NMAC procedures, supported systems, and incident management responsibilities.

Requirements

High school diploma or equivalent.
Strong computer skills and ability to navigate multiple software applications simultaneously.
Excellent verbal and written communication skills.
Demonstrated customer service and problem-solving abilities.
Ability to accurately document technical issues and communicate information clearly.
Strong organizational skills and attention to detail.
Ability to follow established procedures and work independently with minimal supervision.
Ability to prioritize competing tasks and respond appropriately to urgent situations.
Willingness to learn specialized telecommunications and public safety technologies.
Dependable attendance and ability to work an assigned overnight schedule.
Four years of experience using monitoring dashboards and alerting tools to detect alarms, outages, and abnormal conditions across a statewide NG911 network.
Four years of experience creating, updating, and closing incident records, including documenting timelines, troubleshooting steps, and vendor responses.
Four years of experience understanding IP connectivity, network equipment, and telecommunications services.
Four years of experience assigning severity levels based on operational impact, following SOGs, and routing issues to Tier II staff, vendors, or management.
Four years of experience gathering technical details from PSAP staff about equipment malfunctions, call processing issues, and service interruptions to support first-level diagnosis.
Four years of experience working in several software applications at once while tracking vendor tickets and participating in technical conference calls and incident bridges.
Availability to work full time without sponsorship for the potential permanent role.
Ability to work on-site in Raleigh and attend an in-person interview.

Nice To Haves

Previous experience in an IT help desk, technical support center, network operations center (NOC), or telecommunications environment.
Familiarity with basic networking concepts, including IP connectivity, network equipment, and telecommunications services.
Experience using ticketing or case management systems such as Salesforce or ServiceNow.
Experience with monitoring dashboards, incident management tools, or technical support applications.
Previous experience in a 911 communications center, emergency communications, or public safety environment.
Familiarity with NG911 systems, call handling equipment, or emergency communications technology.

Responsibilities

Monitor statewide NG911 network and system dashboards for alarms, alerts, outages, and potential service disruptions.
Identify and document abnormal conditions involving network connectivity, 911 call handling equipment, and associated services.
Review monitoring notifications and follow procedures for incident identification, reporting, and escalation.
Track ongoing technical incidents and service conditions affecting North Carolina 911 centers, and assist with tracking service restoration.
Serve as a primary contact for incoming calls and technical support requests from 911 communications centers.
Gather detailed information from PSAP personnel about technical problems, equipment malfunctions, call processing issues, and service interruptions.
Create, update, and maintain incident records in Salesforce, including troubleshooting activities, vendor responses, timelines, and resolution information.
Assign incident priorities based on established severity classifications and operational impact.
Escalate critical or unresolved incidents to Tier II personnel, technical vendors, or appropriate management.
Follow Standard Operating Guidelines (SOGs) for consistent incident handling, escalation, notification, documentation, and closure.
Coordinate with NG911 service providers and technology vendors, including AT&T, Motorola Solutions, Intrado, and RapidSOS.
Facilitate communication between PSAP personnel and technical support teams during troubleshooting and service restoration.
Monitor vendor ticket activity and follow up on outstanding issues to support progress toward resolution.
Participate in technical conference calls and incident coordination bridges as needed.
Provide professional, courteous, and responsive assistance to 911 communications personnel, explaining technical information clearly and providing accurate status updates.
Maintain professionalism and composure during high-priority incidents and stressful situations, and demonstrate urgency when service may be affected.
Ensure accurate information sharing during shift changes and prepare shift turnover notes covering unresolved incidents, ongoing vendor activity, and follow-up items.
Maintain complete operational records and assist with maintaining documentation and identifying improvements to support procedures.
Participate in training and professional development related to NG911 systems, telecommunications, and incident management.