Telecom Site Technician

Under the direction of the Field Service Manager, the Site Administration Technician 1 handles field service maintenance, inventory, and repairs for deployed inmate tablets and inmate call processing equipment at multiple assigned facilities, ensuring adherence to internal processes, procedures, and contractual repair timelines.

Responsibilities

• Serve as an Ambassador for ViaPath by fostering a positive relationship with the customer and site Point of Contact (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 inspect tablets, initiate trouble tickets for issues, ensure access points are functioning, and report issues to the FSM.
• Meet daily with the facility POC to provide updates on known issues and gather feedback on newly identified issues.
• Manage all day-to-day support functions, including minor maintenance of tablets, ensuring applications function properly, and maintaining an accurate daily listing of tablets issued, on the shelf, or requiring repair and return.
• Provide a weekly summary report to the Field Service Manager (FSM).
• Visit the dedicated worksite daily or assigned facilities during scheduled dates if multiple sites are assigned.
• Initiate and execute trouble resolution guidelines for Tablet Resolution before replacing tablets under RMA protocol.
• Utilize ViaPath’s trouble ticket database to view and maintain facility information useful for troubleshooting system issues.
• Update the FSM and SAT on any known issues immediately.
• Perform basic network troubleshooting, including identifying network components.

Requirements

• High school diploma or equivalent required; advanced degree a plus.
• Minimum of 1 year of related IT/admin experience with IT familiarity (e.g., tablet usage, technical support, computer workings).
• Experience with technology troubleshooting, repairs, or other relevant technical experience desired.
• Proficient in Windows XP/Windows OS, Microsoft Office Software, and ability to learn other required software programs.
• Must be a self-starter who can work independently and commit to understanding all aspects of site support.
• Ability to multi-task while meeting deadlines.
• Strong communication skills and comfort interacting with others.
• Experience working in a fast-paced environment with competing deadlines and priorities.
• Strong written and oral communication skills.
• Strong attention to detail and record-keeping skills.
• Ability to write reports and/or procedure manuals as needed.
• Strong problem-solving skills, including diagnosing problems, collecting data, establishing facts, drawing conclusions, and providing recommendations.
• Ability to work well in a team environment.
• Must frequently lift and/or move heavy equipment.
• Willingness to work in a correctional environment under various conditions (e.g., adverse weather, humidity, dust, limited space).
• Ability and willingness to work weekends, evenings, and holidays as needed.
• Position includes travel to multiple facilities in the area; reliable transportation required.