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 related to inmate technologies to include phones, video visitation systems, and inmate tablets. Daily data entry is required for this role. 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 the correctional facility while interacting with customers, employees, and partners daily. The incumbent will maintain a high level of ongoing effective communication with correctional facility personnel to ensure quality customer service is being provided to all customers and issues are being resolved in a timely manner.
Key Responsibilities
Troubleshooting, correcting, and servicing issues with inmate technology systems.
Maintain, repair, and operate the onsite telecommunications hardware, networking hardware/software, access points, various electronic equipment, and wiring at all assigned correctional facilities.
Addressing basic telephone repair and maintenance needs of the facility
Meeting all service requirements as set forth by the customer contract.
Building and maintaining working relationships with the facility personnel and customer contacts. Interfacing with all correctional personnel, various vendors, and contractors to resolve all onsite technical problems.
Monitoring time and controlling service-related expenses
Delivering services in a timely and effective manner to ensure optimal system performance resulting in highly satisfied customers.
Provide onsite instruction and training for site personnel, as necessary.
2+ 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)
2 years of experience with computer / network installation and repair.
Strong organizational, interpersonal, presentation and communication skills
High School Diploma or GED. Some college courses preferred.
Exceptional customer service skills
Basic computer skills
Must be able to consistently pass criminal background screens.
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 is a plus
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.
