Telecom Tech (entry level)

Overview

Under the direction of the Field Service Manager, but working largely independently, the Site Administration Technician 1 will handle field service maintenance, inventory and repairs with deployed inmate tablets and inmate call processing equipment at multiple assigned facilities. Ensuring all internal processes, procedures, and contractual repair timelines are adhered to. 

Responsibilities

• Serve as an Ambassador for ViaPath by fostering a positive relationship with the customer and site POC
• Work at the direction of the Field Service Manager (“FSM”) responsible for the assigned sites in coordination with the facilities.
• Walk the facility, Pods and Units daily to include tasks such as inspecting tablets and initiating trouble tickets for issues as needed and ensure access points are functioning and report to FSM with issues.
• Meet daily with the facility Point of Contact (POC) to provide updates on known issues as well as gather any new feedback for newly identified issues
• Manage all day-to-day support functions including minor maintenance of tablets, ensuring all applications on the tablets are functioning properly, and maintaining a daily accurate listing of tablets issued, tablets on the shelf, tablets requiring repair and return.
• Provide a weekly summary report to the Field Service Manager (FSM)
• Visit dedicated worksite daily or assigned facilities during scheduled dates if assigned more than one.
• Initiate and execute trouble resolution guidelines provided for Tablet Resolution before acknowledging the need to replace tablet(s) under RMA protocol.
• Utilize ViaPath’s trouble ticket database to view/maintain all facility information that would be useful in troubleshooting system issues.
• Update the FSM and SAT on any known issues immediately when known

Qualifications

• High school diploma or equivalent required; advanced degree a plus
• Minimum of 1 year of related IT/admin experience. Must have IT familiarity (i.e., tablet usage, technical support, computer workings, etc.). Experience with technology troubleshooting, repairs and/or other relevant technical experience desired.
• Proficient in Windows XP/Windows OS, Microsoft Office Software, and ability to learn other software programs that may be required.
• Must be a self-starter that can work independently and willing to fully commit to understanding all aspects of support for the site.
• Ability to multi-task while meeting deadlines.
• Strong communication skills and ability to interact with and be comfortable being in front of others.
• Experience working in a fast-paced environment with competing deadlines and priorities.
• Strong written and oral communication skills.
• Must have strong attention to detail and record keeping skills.
• Ability to write reports and/or procedure manuals on an as needed basis.
• Strong problem-solving skills are required. Must have the ability to diagnose and define problems, collect data, establish facts, draw valid conclusions, and provide recommendations.
• Ability to work well in a team environment.
• Must frequently be able to lift/or move heavy equipment.
• Must be willing to work in a correctional environment and perform all tasks assigned in various working conditions, which may include but are not limited to: adverse weather, humidity, dust, and limited space.
• Must be able and willing to work weekend, evening, and holiday schedules as needed.
• Position includes travel to multiple facilities in the area. Must have reliable transportation.
• Proficient in basic network troubleshooting to include being able to identify network components a plus.

ViaPath, an innovation leader in correctional technology, education solutions that assist in rehabilitating inmates, and payment services solutions for government. ViaPath leads the fields of correctional technology, education, and government payment services with visionary solutions and customized products that integrate seamlessly to deliver security, financial value, and operational efficiencies while aiding inmate rehabilitation and reducing recidivism rates.

ViaPath is committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin or ancestry, sex, pregnancy or pregnancy-related condition, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, marital status, or any other legally recognized protected basis under federal, state or local laws, regulations or ordinances. The information collected by this application is solely to determine suitability for employment, verify identity and maintain employment statistics on applicants.

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