NV - Site Administrative Technician II

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 relative to inmate technologies to include phones, video visitation systems, inmate tablets, and other telecom repairs as well as be responsible for data entry as required. 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 correctional facilities across the assign region while interacting with customers, employees, and partners daily. The candidate will maintain a high level of ongoing effective communication with correctional facility personnel to assure quality customer service is being provided to all customers and issues are being resolved in a timely manner.

Key Responsibilities

1. Deliver services in a timely and effective manner to ensure optimal system performance resulting in highly satisfied customers.
2. Troubleshooting, correcting, and servicing issues with inmate communication systems within four (4) hours of notification of service request or system failure.
3. Maintain, and repair, the onsite inmate technology hardware, networking hardware/software, access points, various electronic equipment, and wiring at all assigned correctional facilities.
4. Process staff requests for Account suspensions, staff, friends & family requests for blocks and unblocks, inmate requests for Telephone ID, reset Voice Recognition
5. Perform system checks daily to ensure all phones are in working condition
6. 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.
7. Open and Close tickets tracking all PMI, Maintenance and Service work.
8. Report system outages and other trouble ticket conditions promptly. Conduct follow-up and confirm subsequent ticket closure.
9. Support the facilities staff in all requests for reports, investigations, data information or updates, and telephone/ system trouble reports
10. 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
11. 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.
12. Promptly escalate any work requests or activities outside of the scope of the Site Administrator Technician ability. Requests should be escalated to ShawnTech Account Manager.
13. · Identifying, repairing, replacing, and resolving operational inmate call system grievances, questions, and problems
14. · Addressing basic telephone repair and maintenance needs of the facility
15. · Meeting all service requirements put forth by the customer contract

Qualifications

Minimum Qualification Requirements

• 3+ 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)
• 3+ years of experience with computer / network installation and repair. Knowledge of VLAN, advanced knowledge of network configurations, telecom and VOIP a plus.
• Strong organizational, interpersonal, presentation and communication skills
• High School Diploma or GED. Some college courses preferred.
• Exceptional customer service skills
• Basic computer skills
• Daily travel throughout assigned geographical area – overnight travel possible.
• Must be able to consistently pass criminal background screens.

Working Conditions

This position will require daily and/or weekly contact with the state manager and FSM to review problems or discuss tasks needed to be addressed at a facility. The incumbent will be expected to follow all guidelines set forth by the company and the correctional facilities.

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.
• Basic understanding of network and bandwidth capabilities of services offered.

Analyze Issues: Gathers and analyzes the most critical information needed to understand problems; probes and looks past symptoms to determine underlying causes of problems and issues; integrates information from a variety of sources to arrive at optimal solutions; detects inaccuracies or flaws in reasoning; and defines reasonable alternatives to resolve problems.

Build Relationships: Relates to others in an open, friendly, accepting, and respectful manner; is viewed as approachable and shows interest in others; develops and maintains high-quality relationships with managers, peers, and direct reports; demonstrates style flexibility when relating to a variety of people and situations; uses formal and informal networks to get things accomplished; identifies and cultivates relationships with key colleagues and stakeholders in other parts of the organization; and builds and maintains appropriate contacts and networks with people in the industry or profession. 

Champion Change: Approaches problems with curiosity and open-mindedness; generates innovative ideas and solutions; stimulates creativity and innovation in others; challenges the way things have always been done; champions new ideas and initiatives; and supports those who initiate change and take risks.
 

Coach and Develop People: Creates an effective learning environment by fostering coaching partnerships with employees; helps others understand their “skills portfolio;” creates joint development and coaching plans; orchestrates learning opportunities; provides relevant, high-impact feedback; and serves as an effective role model for development.

Drive for Results: Sets challenging goals and puts a top priority on getting results; conveys a sense of urgency and drives issues to closure; persists in the face of obstacles; demonstrates initiative and sets high personal standards of performance; maintains a consistent, high level of productivity; and is committed to the organization.
 

Use Sound Judgment: Brings to bear the appropriate knowledge and expertise in making decisions; considers alternate solutions before making decisions; bases decisions on sound logic and rationale; advances problems toward resolution when encountering ambiguity or uncertainty; chooses the best alternative based on consideration of pros, cons, tradeoffs, timing, and available resources; makes timely decisions on problems and issues requiring immediate attention; and makes sounds decisions on complex issues and problems.