NSOC Help Desk Support Technician, 3rd shift

INdigital

Fort Wayne (IN)

On-site

USD 45,000 - 52,000

Full time

14 days+

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Benefits offered by this job

Health, dental, and vision insurance

Unlimited PTO

401k Profit Sharing Match

Training and professional development

Job summary

INDIGITAL is seeking an NSOC Technician in Fort Wayne, IN, supporting 911 PSAP customers with first-line technical response. You’ll troubleshoot audio, call delivery, routing, and Text-to-911 issues within a collaborative NSOC team.

The 3rd shift runs 23:00–08:00 Fri–Tue, with Wed/Thu off. Requires strong computer skills, good communication, and ability to multitask in a fast-paced environment.

Qualifications

High school diploma or GED is required.
Reliable and eager to learn with strong people skills.
Familiarity with networking concepts helpful.

Responsibilities

Respond to customer calls and emails from first contact through resolution.
Open, triage, and manage trouble tickets within the support system.
Answer inbound calls promptly and maintain responsiveness.
Review pass-downs to stay current on active issues.
Coordinate with third-party providers to drive issue resolution.
Maintain records, logs, and work orders; communicate clearly to customers.

Skills

Strong computer skills

Excellent communication

Multitasking

Independent work

Driver's license

SIP/VoIP familiarity

Education

Associate's or Bachelor's in IT/related

Tools

VoIP

SIP

Job description

Description

Make a Difference When It Matters Most

When someone dials 911, every second counts. As an INDIGITAL NSOC Technician, you'll be part of the team that keeps public safety communication infrastructure running reliably — 24/7. If you're technically curious, cool under pressure, and passionate about work that truly matters, we want to hear from you.

What You'll Do

You'll be a first-line technical responder for our Public Safety Answering Point (PSAP) customers — the 911 dispatch centers that communities across Indiana depend on every day. Working as part of a collaborative NSOC team, you'll troubleshoot and resolve issues ranging from audio and call delivery problems to call routing and Text-to-911 failures.

3rd shift position required to report to the office for each shift. The hours are 23:00 - 08:00 Friday through Tuesday with days off being Wednesday and Thursday.

Day-to-day responsibilities include:

Responding to customer calls and emails, providing clear and professional support from first contact through resolution
Opening, triaging, and managing trouble tickets in our Team Support system — pulling new assignments within 15 minutes of creation
Answering inbound calls within 3 ring cycles and maintaining a high standard of responsiveness
Reviewing the previous shift's Pass Down email at the start of each shift to stay current on active issues
Coordinating with third-party transport providers, CPE vendors, and other 911 service providers to drive issue resolution
Following up on open tickets at regular intervals and keeping customers informed throughout the process
Supporting other INDIGITAL departments and vendors with troubleshooting efforts
Developing your technical skills in SIP protocol, Windows and Linux server administration, and networking fundamentals
Presenting technical information clearly to non-technical customers and stakeholders
Accurately maintaining records, logs, reports, and work orders

Why INDIGITAL?

At INDIGITAL, public safety isn't a product line — it’s a mission. We are a purpose-built Next Generation 9-1-1 software and services company, and every single person on our team, from engineers to support specialists to market managers, is focused on one thing: keeping North America’s emergency communications infrastructure reliable, modern, and ready when lives are on the line.

That mission shows up in how we build, how we support, and how we show up for our customers every day. We own our technology platform — we control our own quality, drive our own innovation, and stay ahead of evolving NG911 standards. Our deployments span 25 states at every scale, from individual PSAPs to full statewide ESInet and NGCS solutions serving millions of residents — and we put in-state, experienced resources on the ground for every single one.

Our home base is Fort Wayne, Indiana, but our distributed team of 150+ spans the country based on role. When you join INDIGITAL, you join a driven and accountable team, where your contributions are visible, your growth is real, and your work has a direct impact on the infrastructure behind every emergency call made.

9-1-1 is not what we do. It's our Calling. Come build it with us.

Requirements

What We're Looking For

We're less focused on checking every box and more interested in finding someone who is reliable, eager to learn, and genuinely good with people.

Required:

High school diploma or GED
Strong computer skills, including browser-based applications and custom interfaces
Excellent communication and customer service skills
Ability to multitask, prioritize, and work independently in a fast-paced environment
Valid driver's license

Preferred (but not required to apply):

Associate's or Bachelor's degree in IT, Computer Science, Network Technology, or a related field
1-2 years of experience in a technical support, help desk, or customer service role
Familiarity with networking concepts, VoIP/SIP, or telecom systems

Schedule & Availability

This is a shift-based role supporting a 24/7 operations center. You should be comfortable with:

Rotating or fixed shifts
Occasional schedule flexibility to cover PTO or staffing needs
We respect your time outside of work and will always communicate scheduling needs as early as possible.

Compensation & Benefits: