Technical Support Specialist, Level 1

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

Company Description

Pay Tel Communications, Inc., founded in 1986, is a nationwide provider of inmate telephone services and technology solutions for confinement facilities. Building on a strong client base in the Southeast, the company has expanded across the United States with its CenturionITS™ platform, integrating advanced investigative tools. Pay Tel’s mission is to deliver innovative technology and value-added services to facilities, inmates, and their families and friends. The company operates with a core commitment to honesty, integrity, and excellence, summarized by its motto: “Promises get customers…performance keeps them.” Pay Tel focuses on creating positive relationships and reliable service for jail staff, inmates, and their support networks.

Role Description

The Technical Support Specialist, Level 1 is a full-time, on-site role based in the Greensboro–Winston-Salem–High Point area. This position provides first-line technical support for Pay Tel’s systems, responding to incoming requests via phone, email, and ticketing tools. Day-to-day responsibilities include diagnosing and troubleshooting basic hardware, software, and network issues, escalating more complex problems when needed, and documenting all support activities accurately. The specialist will work closely with internal teams and confinement facility staff to ensure timely resolution, clear communication, and high customer satisfaction. The role also involves monitoring system performance, following standard operating procedures, and contributing feedback to improve support processes and tools.

Qualifications

• Strong technical support and troubleshooting skills for software, hardware, and basic network issues.


• Customer support and customer satisfaction focus, with the ability to communicate clearly and professionally with diverse users.


• Analytical skills to identify root causes, interpret technical information, and follow structured problem-solving methods.


• Ability to learn and support proprietary platforms, such as telecommunication or inmate services systems.


• Good written and verbal communication skills, including accurate documentation of tickets and resolutions.


• Reliability in an on-site environment, with the ability to work full-time shifts and collaborate with cross-functional teams.


• Prior experience in a help desk, call center, or technical support role preferred.


• High school diploma or equivalent required; additional technical training, certifications, or relevant coursework are a plus.

ABOUT PAY TEL

Since 1986, Pay Tel has been providing communication services and innovative technology to confinement facilities across the United States. Today, we deliver secure communication and technology solutions designed to support safer, more efficient facilities and better communities.

But what we do goes beyond technology.

As a 100% employee-owned company, we’re committed to serving those impacted by incarceration, our clients, and our communities in a way that honors our mission.

We’re a team of employee-owners who believe in taking ownership, finding solutions, serving others, and doing meaningful work that improves lives.

Come build something that matters with us.