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