On-site Technician

TKC Holdings, Inc.; Northern (KY); Hybrid; USD 41,000 - 44,000; Full time

Benefits offered by this job

Medical, Dental & Vision Insurance

401(k) Retirement Plan with Company M​

Paid Time Off (PTO)

Tuition Reimbursement

Paid Training

Career Advancement Opportunities

Life Insurance & AD&D Coverage

Voluntary Benefits including Short‑/ L

Job summary

TKC Holdings, Inc.—comprising Trinity Services Group, Keefe Group, and Courtesy Products—seeks an On-Site Technician to serve as the primary interface for facility system inquiries, track inmate grievances, and repair or replace broken telephone sets. The role requires monitoring phone system status, coordinating site visits, and providing reports to facility security and staff.

Ideal candidates will have a high school diploma or GED, customer service experience, and at least 3 years of

Qualifications

• Customer service experience required.
• 3 or more years demonstrated skills in a high tech environment, emphasizing computer hardware maintenance, software management, and networking.
• Position may require overtime, non-standard schedules and evening or night shifts.

Responsibilities

• Track and manage inmate inquiries (grievances), complaints and responses.
• Add and maintain PIN Number Investigations.
• Assist facility investigative personnel with reporting needs and tasks.
• Coordinate planned site visits and materials delivery through facility security.
• Generate reports to meet facility requirements and provide training to new facility personnel.
• Provide weekly updates of phone system status, repairs made and open items.
• Repair or replace broken telephone sets; assist technical support with system troubleshooting.
• Create trouble tickets and track repair/equipment requests; retrieve defective tablets and distribute spare equipment.

Skills

Customer service

Teamwork

Education

High school diploma or GED

Job description

Wage Rate

$30.00-32.00/hour

Overview

TKC Holdings, Inc—comprised of Trinity Services Group, Keefe Group, and Courtesy Products - is a mid-market respected leader in the corrections and hospitality industries for more than 40 years. With thousands of team members across the country, we continue a tradition of innovation, integrity, and success. TKC is committed to delivering excellent products and services, exceeding customer expectations, and empowering the career development of every team member.

About This Position

ICSolutions (ICS) has been a leading provider of innovative telecommunications products and exceptional customer service to correctional facilities across the nation.

The On-Site Technician serves as the primary interface for facility system inquiries including tracking and managing inmate inquiries, complaints and responses. This position also repairs or replaces broken telephone sets and provides a weekly update of phone system status, repairs made and any open items.

Essential Functions, Duties and Responsibilities

• Track and manage inmate inquiries (grievances), complaints and responses
• Add and maintain PIN Number Investigations
• Assist facility investigative personnel with reporting needs & tasks
• Coordinate planned site visits and materials delivery through facility security
• Report generation to meet facility requirements
• Report generation assistance and limited training to new facility personnel
• Provide weekly update of phone system status, repairs made, open items
• Repair or replace broken telephone sets
• Assist technical support with system troubleshooting
• Complete RMA forms and track/ship tablets for replacement
• Use the software to troubleshoot and provide reports when needed
• Retrieve defective tablet/s and distribute spare equipment as needed
• Create trouble tickets and track repair/equipment requests
• Research and respond to complaints in established timelines so that problems are resolved in a timely manner
• Maintain ongoing tablet/onsite equipment inventory
• Must work (5) days a week, (8) hours a day inside correctional facility
• Other duties as assigned

What You'll Need

• High school diploma or general education degree (GED); or one to three months related experience and/or training; or equivalent combination of education and experience.
• Customer service experience.
• 3 or more years demonstrated skills in a high tech environment, emphasizing skills in computer hardware maintenance, software management, and networking.
• Position can require overtime, non-standard schedules and evening or night shifts.

Benefits

We care about our employees and offer benefits that support your health, finances, and career growth.

• Medical, Dental & Vision Insurance
• 401(k) Retirement Plan with Company Match
• Paid Time Off (PTO)
• Tuition Reimbursement
• Paid Training
• Career Advancement Opportunities
• Life Insurance & AD&D Coverage
• Voluntary Benefits including Short-Term Disability, Long-Term Disability, Critical Illness, Accident Coverage, and more.

EEO Statement

Equal Employment Employer as to all protected groups, including protected veterans and individuals with disabilities.

We maintain a drug-free workplace.

A copy of our Privacy Policy and CA Employee Privacy Notice can be found here: https://tkcholdings.com/privacy-policy-108