NMAC Tier I Network Technician

Position Overview
The Client 911 Board's Network Monitoring and Assistance Center (NMAC) is a 24-hour, 7-day-a-week statewide operations center responsible for monitoring and coordinating technical support for the client's Next Generation 911 (NG911) system.
The NMAC serves as a central point of contact for Public Safety Answering Points (PSAPs), telecommunications providers, and technology vendors throughout the client. Our mission is to help maintain the availability, reliability, and operational readiness of critical 911 services.
We are seeking a dependable, detail-oriented, and technically capable Tier I Network Technician to join our overnight operations team. This position serves as a frontline technical support resource, receiving and documenting service issues, monitoring system notifications, coordinating incident response, and ensuring timely communication with affected 911 centers and technical support partners.
Although the position carries a Network Technician title, the primary responsibilities involve technical monitoring, incident management, customer support, and coordination rather than direct network configuration or administration.
This is an excellent opportunity for individuals interested in information technology, network operations, telecommunications, or public safety technology.

Essential Duties and Responsibilities

1. Network and System Monitoring
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 established procedures for incident identification, reporting, and escalation.
Maintain awareness of ongoing technical incidents and service conditions affecting the client's 911 centers.
Assist with tracking service restoration and confirming that reported issues have been appropriately addressed.

2. Technical Support and Incident Management
Serve as a primary point of contact for incoming calls and technical support requests from 911 communications centers across the client.
Gather detailed information from PSAP personnel regarding reported technical problems, equipment malfunctions, call processing issues, and service interruptions.
Create, update, and maintain accurate incident records using the NMAC's Salesforce case management platform.
Document troubleshooting activities, vendor responses, incident 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 established Standard Operating Guidelines (SOGs) to ensure consistent handling of reported incidents.

3. Vendor and Technical Coordination
Coordinate with contracted NG911 service providers and technology vendors, including AT&T, Motorola Solutions, Intrado, RapidSOS, and other support partners.
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 ensure progress toward resolution.
Participate in technical conference calls and incident coordination bridges as necessary.
Ensure incidents are appropriately documented, escalated, and tracked through resolution.

4. Customer Service and Communication
Provide professional, courteous, and responsive assistance to 911 communications personnel.
Communicate technical information clearly to individuals with varying levels of technical knowledge.
Provide accurate status updates regarding reported issues, ongoing investigations, and service restoration activities.
Recognize the operational importance of 911 services and demonstrate urgency when handling potentially service-impacting incidents.
Maintain professionalism and composure during high-priority incidents and stressful situations.
Ensure accurate communication and information sharing during shift changes.

5. Documentation and Operational Procedures
Maintain complete and accurate records of incidents, notifications, troubleshooting activities, and vendor interactions.
Follow established procedures for incident escalation, notification, documentation, and closure.
Prepare clear shift turnover notes identifying unresolved incidents, ongoing vendor activities, and items requiring follow-up.
Assist with maintaining operational documentation and identifying opportunities to improve support procedures.
Participate in training and professional development related to NG911 systems, telecommunications, and incident management.

Required Qualifications
High school diploma or equivalent.
Strong computer skills and the 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 the ability to work an assigned overnight schedule.

Preferred Qualifications
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 working 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.
Previous 911 experience is not required. Training will be provided on NMAC procedures, supported systems, and incident management responsibilities.

Skill - Required / Desired - Amount of Experience
Using monitoring dashboards and alerting tools to detect alarms, outages, and abnormal conditions across the statewide NG911 network. - Required - 4 Years
Creating, updating, and closing incident records including documenting timelines, troubleshooting steps, and vendor response - Required - 4 Years
Understanding IP connectivity, network equipment, and telecommunications services - Required - 4 Years
Assigning severity levels based on operational impact, following SOGs, and routing issues to Tier II, vendors, or management. - Required - 4 Years
Gathering tech detail from PSAP staff about equipment malfunctions, call processing issues, and service interruptions to support first-level diagnosis - Required - 4 Years
Working in several software apps at once while tracking vendor tickets and participating in tech conference calls and incident bridges. - Required - 4 Years

Ideal Candidate
The successful candidate will be dependable, curious, organized, and comfortable working in a technology-driven environment. We are looking for someone who takes ownership of assigned responsibilities, communicates effectively, follows established procedures, and understands the importance of supporting mission-critical 911 services.
While technical experience is valuable, reliability, communication skills, sound judgment, attention to detail, and a willingness to learn are equally important.
This position offers an opportunity to develop technical skills while contributing to the continued reliability of statewide 911 system.

Work Environment and Schedule
The NMAC is a 24/7/365 operations center supporting critical public safety communications infrastructure throughout the client.
This position is assigned to the overnight/night shift.
Work is performed 100% on-site.
The position may require working weekends and holidays based on the assigned schedule.
Employees must be comfortable working in a continuously staffed operations environment.
The position involves extensive computer use, telephone communication, technical documentation, and monitoring of multiple systems.
Technicians must be able to work independently while maintaining communication with other NMAC staff, management, and technical support partners.

Notes:
100% On-Site
Schedule: Night Shift – 24/7 Operations Environment
This is a contract role with the possibility of conversion to full-time based on business needs and performance