NSOC Help Desk Support Technician, 3rd shift

INDIGITAL - 3.0

Fort Wayne, IN Job Details $22 - $25 an hour 1 day ago Benefits Profit sharing Unlimited paid time off Dental insurance Vision insurance 401(k) matching Qualifications Customer communication High school diploma or GED Driver's License Computer skills

Full 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. This position is a 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:

Salary range: $22 - $25 per year (commensurate with experience) Health, dental, and vision insurance Unlimited Paid Time Off Policy 401k Profit Sharing Match Training and professional development support Other Requirements Must comply with INDIGITAL's Drug-Free Workplace policy

INDIGITAL

is an Equal Opportunity Employer