Field Service Technician

**This role requires some experience with Telephony or Networking, an understanding of wireless technology, and some Cat5 or Cat6 cabling experience**

This role offers 15 days of PTO per year plus 10 paid vacation days (including your birthday!). In addition, medical/dental and vision insurance (85% paid by employer), company vehicle, monthly cell phone reimbursement, review for merit increases yearly, and an annual bonus (based on individual and company performance)

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 Account Manager.

- Support technical team in providing facility access and clearance, when need

ed· 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 ensures optimal system performance resulting in highly satisfied customers.

· Additional duties and responsibilities as assigned

Position Requirements:

· Have and maintain a clean criminal background to ensure facility clearance approvals are secured.

· Respond to repair requests, arriving promptly after reasonable notice – May require weekend and evening hours on rotation, with additional paid compensation.

· Be comfortable working in a correctional environment and respecting the limitations of controlled environments

· Proficient in Microsoft Office (Word, Excel, Power Point and Outlook)

Education & Experience Requirements:

· Proficient with Telephony and Networking, with an understanding of wireless technology, including Cat5, Cat6 and fiber cabling 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, including troubleshooting line and handset issues, and supporting tablets

· High accuracy in data entry skills; WPM and accuracy level: 50

This role offers 15 days of PTO per year plus 10 paid vacation days (including your birthday!). In addition, medical/dental and vision insurance (85% paid by employer), company vehicle, monthly cell phone reimbursement, review for merit increases yearly, and annual bonus (based on individual and company performance).

Working Conditions: All work is done in a correctional facility.