OH - Field Service Technician

About the Role

This position requires a trustworthy and versatile technical individual with a background in telecommunications, computer systems, general repair, maintenance, and system support. The role provides customer service related to inmate technologies, including phones, video visitation systems, and inmate tablets, and requires daily data entry. Preferred experience includes telecom wiring, computer maintenance & repair, general mechanical aptitude, and software applications. The individual must be able to work independently within a correctional facility while interacting with customers, employees, and partners daily, and must maintain high‑level communication with correctional‑facility personnel to ensure quality service and timely issue resolution.

Key Responsibilities

• Troubleshoot, correct, and service issues with inmate technology systems.
• Maintain, repair, and operate onsite telecommunications hardware, networking hardware/software, access points, various electronic equipment, and wiring at all assigned correctional facilities.
• Address basic telephone repair and maintenance needs of the facility.
• Meet all service requirements as set forth by the customer contract.
• Build and maintain working relationships with facility personnel and customer contacts.
• Interface with correctional personnel, vendors, and contractors to resolve onsite technical problems.
• Monitor time and control service‑related expenses.
• Deliver services in a timely and effective manner to ensure optimal system performance and high customer satisfaction.
• Provide onsite instruction and training for site personnel, as necessary.

Minimum Qualifications

• 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.
• Knowledge of VLAN and advanced network configurations; telecom and VOIP knowledge a plus.
• Strong organizational, interpersonal, presentation, and communication skills.
• High School Diploma or GED; some college coursework 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.

Supporting Competencies and Preferred Skills

• Previous Inmate Telecom Experience – highly preferred.
• Wireless Networking and Cabling – experience with wireless networking, cabling, and knowledge of fiber‑optic cable testing, splicing, and provisioning.
• Network & Bandwidth Understanding – basic understanding of network and bandwidth capabilities of services offered.
• Analyze Issues – gathers and analyzes critical information, probes beyond symptoms to determine root causes, integrates multiple sources to devise optimal solutions, detects inaccuracies, and defines reasonable alternatives.
• Build Relationships – relates to others in an open, friendly, respectful manner; develops and maintains high‑quality relationships with managers, peers, and stakeholders; uses formal and informal networks to achieve results.
• Champion Change – approaches problems with curiosity, generates innovative ideas, stimulates creativity in others, challenges the status quo, and supports initiatives and risk‑taking.
• Coach and Develop People – creates effective learning environments, fosters coaching partnerships, provides high‑impact feedback, and serves as a role model for development.
• Drive for Results – sets challenging goals, prioritizes getting results, conveys urgency, persists through obstacles, and maintains high productivity.
• Use Sound Judgment – applies knowledge and expertise to decisions, considers alternatives, bases decisions on logic and rationale, resolves ambiguity, and makes timely, well‑reasoned choices.