Job Description

***Candidate will be working onsite for the duration of the engagement.
***The max rate for this position is $58.01/hour.

We are lookingfor a Tier I replacement.

Tier I:
Night shift schedule (6pm-2am) Monday – Friday
Hiring specifically with understanding that this position was created to cover “callouts” with short notice by either covering 2am-6am or come in at a later hour on the day of shift to cover (10pm-6am). Once hired as FTE state employee these additional hours will be available for comp/OT hours accrued. Additionally, there will be planned/approved vacations and training coverage that will require shift adjustments.

Tier I will provide:

– Monitoring the statewide Emergency Services IP Network (ESInet) and NG911 systems 24/7 to identify outages, alarms, or performance issues.
– Acting as the first point of contact for PSAPs (Public Safety Answering Points) reporting technical problems or service interruptions.
– Receiving, triaging, documenting, and tracking support tickets through resolution.
– Troubleshooting network, telecom, and connectivity issues affecting 911 operations.
– Communicating with:
– 911 Directors and Supervisors
– Telecommunications carriers
– Service providers
– Internal Board and AT&T Tiger Team regarding outages, maintenance, and incident response.

– Escalating complex incidents to Tier II and Tiger Team technicians, or additional vendors and carriers when needed.
– Maintaining documentation, ticket narration, and operational logs in Salesforce.
– Supporting operational continuity during emergencies, severe weather events, and disaster response situations.
– Monitoring network security, system health, and telecommunications performance across PSAPs statewide.
– Coordinating reroutes or alternate communications paths during outages or call surges to maintain uninterrupted 911 service.
– Providing customer-service-focused support to PSAP personnel throughout North Carolina.

The role is an IN-PERSON position at 3900 Wake Forest Road, Raleigh NC 27609.

– Help desk / incident management
– Telecommunications support
– Public safety communications support

The position supports mission-critical emergency communications infrastructure for the state.