VA - Site Administrator Technician I

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. Daily data entry is required. Preferred experience includes telecom wiring, computer maintenance & repair, general mechanical aptitude, and software applications. The individual must be able to work independently 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 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 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.

Qualifications

• 2+ years of experience in telecommunications, including installation, repair, and troubleshooting of 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 coursework preferred.
• Exceptional customer service skills.
• Basic computer skills.
• Ability to consistently pass criminal background screens.

Preferred Skills and Competencies

• 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 critical information, probes beyond symptoms, integrates multiple sources to devise optimal solutions, detects inaccuracies, and defines reasonable alternatives.
• Build Relationships: relates openly and respectfully, maintains high‑quality relationships with managers, peers, and direct reports, uses formal and informal networks, and cultivates key contacts within the organization and industry.
• Champion Change: approaches problems with curiosity, generates innovative ideas, stimulates creativity in others, challenges the status quo, and supports new initiatives and risk‑taking.
• Coach and Develop People: creates effective learning environments, fosters coaching partnerships, develops joint development plans, provides high‑impact feedback, and serves as a role model for development.
• Drive for Results: sets challenging goals, conveys urgency, persists through obstacles, demonstrates initiative, maintains high productivity, and commits to organizational success.
• Use Sound Judgment: applies expertise to decision‑making, considers alternatives, bases decisions on logic and rationale, resolves ambiguity, weighs pros and cons, and makes timely decisions on complex issues.