PA - Allegheny County Technician

Job Description
This position requires a trustworthy and versatile technical individual with a background in telecommunications, computer systems, general repair, maintenance, and system support. This position will provide customer service related to inmate technologies to include phones, video visitation systems, and inmate tablets. Daily data entry is required for this role. Preferred experience includes telecom wiring, computer maintenance & repair, general mechanical aptitude, and software applications. The individual must be able to work on their own within the correctional facility while interacting with customers, employees, and partners daily. The incumbent will maintain a high level of ongoing effective communication with correctional facility personnel to ensure quality customer service is being provided to all customers and issues are being resolved in a timely manner.

Key Responsibilities

1. Troubleshooting, correcting, and servicing issues with inmate technology systems.
2. Maintain, repair, and operate the onsite telecommunications hardware, networking hardware/software, access points, various electronic equipment, and wiring at all assigned correctional facilities.
3. Addressing basic telephone repair and maintenance needs of the facility
4. Meeting all service requirements as set forth by the customer contract.
5. Building and maintaining working relationships with the facility personnel and customer contacts. Interfacing with all correctional personnel, various vendors, and contractors to resolve all onsite technical problems.
6. Monitoring time and controlling service-related expenses
7. Delivering services in a timely and effective manner to ensure optimal system performance resulting in highly satisfied customers.
8. Provide onsite instruction and training for site personnel, as necessary.

Job Qualifications 

• 2 years of experience in telecommunications – including installation, repair, and troubleshooting of various inmate communication systems (inmate telephones, video visitation systems, TTY or VRS Units, and Wi-Fi/Access Points)
• 2 years of experience with computer / network installation and repair.
• Strong organizational, interpersonal, presentation and communication skills
• High School Diploma or GED. Some college courses preferred.
• Exceptional customer service skills
• Basic computer skills
• Must be able to consistently pass criminal background screens.

Supporting Competencies/Preferred Skills

• Previous Inmate Telecom experience highly preferred
• Experience with wireless networking and cabling
• Knowledge of fiber optic cable, testing, splicing, and provisioning a plus.
• Basic understanding of network and bandwidth capabilities of services offered.