*** $1,000 SIGNING BONUS ***

Position Summary

The role of the Site Administrator Technician outlined in this job description is a dual role requiring both Administrative and Technical knowledge to complete the day to day work activities in a correctional facility. This position requires an individual that has strong data entry and technical knowledge and skillsets. The incumbent must have customer service experience to address phone calls and email correspondence from both internal and external customers. The incumbent will be the first point of contact for facility personnel in all administrative and technical tasks associated with the inmate call control systems.

Key Responsibilities

• Process staff requests for Account suspensions, staff, friends & family requests for blocks and unblocks, inmate requests for Telephone ID, reset Voice Recognition
• Perform system checks daily to ensure all phones are in working condition
• Perform or schedule a full PMI/Maintenance on all inmate related telephones and equipment related to the ITS on a monthly basis or as directed by the County
• Troubleshooting, correcting, and servicing issues with inmate communication systems within four (4) hours of notification of service request or system failure.
• Open and Close tickets tracking all PMI, Maintenance and Service work.
• Report system outages and other trouble ticket conditions promptly. Conduct follow-up and confirm subsequent ticket closure.
• Support the facilities staff in all requests for reports, investigations, data information or updates, and telephone/ system trouble reports
• Participate in weekly communication calls on account issues. Create weekly reports of all requests, service tickets, and issues resolved related to the ITS and assist with investigations, documentations, and recordings
• Document the preventive maintenance process within two (2) business days of each preventative maintenance inspection. Maintain and track weekly results. Complete log detailing the inspection of all inmate and visitation telephones and related equipment, all repairs and/or replacement of nonworking or damaged equipment or software, and any other work performed.
• Provide monthly activity and maintenance reports for collect (if applicable), pre-paid and debit usage of ITS
• Promptly escalate any work requests or activities outside of the scope of the Site Administrator Technician ability. Requests should be escalated to ShawnTech Account Manager.
• Support technical team in providing facility access and clearance, when needed
• Identifying, repairing, replacing, and resolving operational inmate call system grievances, questions, and problems
• Addressing basic telephone repair and maintenance needs of the facility
• Meeting all service requirements put forth by the customer contract
• Building and maintaining working relationships with the facility staff and customer contacts
• Delivering services in a timely and effective manner to ensure optimal system performance resulting in highly satisfied customers.
• Additional duties and responsibilities as assigned

Working Conditions

All work is done in a correctional facility.

Education and Experience

• High school diploma or equivalent
• 1-3 years’ technical and office experience required.
• Minimum of 2 years of related IT/Telephony Installs and Troubleshooting experience.
• Proficient with Telephony, Networking, and an understanding of wireless technology
• Basic writing, organizational, and oral communication skills required.
• High accuracy in data entry skills
• WPM and accuracy level: 50

Position Requirements

• Must have and maintain a clean criminal background to ensure facility clearance approvals are secured.
• Must respond to repair requests, arriving promptly after reasonable notice – 24x7, except when on vacation or personal leave.
• May require weekend and evening hours.
• Be comfortable working in a correctional environment and respecting the limitations of controlled environments
• Proficient in Microsoft Office (Word, Excel, Power Point and Outlook)
• Maintain service objectives and drive for results