Correctional Telecom Technician II – Field & Onsite

ShawnTech Communications, Inc.; Las Vegas (NV); On-site; USD 42,000 - 62,000; Full time

Job summary

ShawnTech Communications, Inc. in Las Vegas, NV is seeking a Site Administrator Technician to provide telecom and IT support in correctional facilities. You will maintain inmate phones, video visitation, tablets, and related equipment while meeting stringent service levels.

Responsibilities include troubleshooting, PMs, ticketing, and daily data entry; candidates should have 2+ years IT/Telephony installs, strong communication, and ability to work in secure environments.

Qualifications

• 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+

Responsibilities

• Deliver services in a timely and effective manner to ensure optimal system performance resulting in highly satisfied customers.
• Troubleshooting, correcting, and servicing issues with inmate communication systems within four (4) hours of notification of service request or system failure.
• Maintain, and repair, the onsite inmate technology hardware, networking hardware/software, access points, various electronic equipment, and wiring at all assigned correctional facilities.
• 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 monthly or as directed by the customer.
• 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.
• Promptly escalation any work requests or activities outside of the scope of the Site Administrator Technician ability. Requests should be escalated to ShawnTech Account Manager.
• 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

Skills

Telephony

Networking

Wireless technology

Data entry

Customer service

Tools

Microsoft Office

Job description

ShawnTech Communications, Inc. in Las Vegas, NV is seeking a Site Administrator Technician to provide telecom and IT support in correctional facilities. You will maintain inmate phones, video visitation, tablets, and related equipment while meeting stringent service levels.

Responsibilities include troubleshooting, PMs, ticketing, and daily data entry; candidates should have 2+ years IT/Telephony installs, strong communication, and ability to work in secure environments.