Employee-Owned Tech Support Specialist (On-Site)

Pay Tel Communications, Inc.; Greensboro, Winston-Salem, High Point (NC, NC, NC); On-site; USD 40,000 - 55,000; Full time

Job summary

Pay Tel Communications, Inc. is seeking a Technical Support Specialist, Level 1, for a full-time on-site role in the Greensboro–Winston-Salem–High Point area.

You will respond to requests via phone, email, and ticketing tools, diagnose basic hardware, software, and network issues, and escalate complex problems as needed. You will document all interactions, collaborate with internal teams and confinement facility staff, monitor system performance, follow SOPs, and contribute insights to improve

Qualifications

• Strong technical support and troubleshooting skills for software, hardware, and basic network issues.
• Customer-focused approach with clear, professional communication.
• Analytical mindset to identify root causes and follow structured problem-solving methods.
• Ability to learn and support proprietary platforms, telecommunication or inmate services systems.
• Good written and verbal communication with accurate ticket documentation.
• Reliable in an on-site environment and able to work full-time shifts.
• Prior experience in a help desk, call center, or technical support role preferred.
• High school diploma or equivalent required; additional technical training or certifications are a plus.

Responsibilities

• Respond to incoming requests via phone, email, and ticketing tools.
• Diagnose and troubleshoot basic hardware, software, and network issues.
• Escalate more complex problems when needed and ensure timely resolution.
• Document all support activities accurately and clearly.
• Collaborate with internal teams and confinement facility staff to maintain high customer satisfaction.
• Monitor system performance, follow SOPs, and contribute feedback to improve processes and tools.

Skills

Technical support

Troubleshooting

Customer communication

Analytical thinking

Documentation

Team collaboration

On-site work

Education

High school diploma

Technical certifications (plus)

Tools

Ticketing systems

Networking basics

Hardware diagnostics

Job description

Pay Tel Communications, Inc. is seeking a Technical Support Specialist, Level 1, for a full-time on-site role in the Greensboro–Winston-Salem–High Point area.

You will respond to requests via phone, email, and ticketing tools, diagnose basic hardware, software, and network issues, and escalate complex problems as needed. You will document all interactions, collaborate with internal teams and confinement facility staff, monitor system performance, follow SOPs, and contribute insights to improve