Site Administrative Technician II

Join to apply for the Site Administrative Technician II role at Shawn Tech Communications, Inc
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This position requires a trustworthy and versatile technical individual with a background in telecommunications, computer systems, general repair, maintenance, and system support. The role involves customer service for inmate technologies including phones, video visitation systems, inmate tablets, and other telecom repairs, and data entry as required. Preferred experience includes telecom wiring, computer maintenance & repair, general mechanical aptitude, and software applications.

The candidate will work independently in correctional facilities across the assigned region while interacting with customers, employees, and partners daily. High-level, effective communication with correctional facility personnel is essential to ensure quality customer service and timely resolution of issues.

• Deliver services in a timely and effective manner to ensure optimal system performance and highly satisfied customers.
• Troubleshoot, correct, and service issues with inmate communication systems within four (4) hours of notification or system failure.
• Maintain and repair onsite inmate technology hardware, networking hardware/software, access points, various electronic equipment, and wiring at all assigned correctional facilities.
• Process staff requests for account suspensions, staff/friends & family blocks and unblocks, inmate requests for telephone , and reset voice recognition.
• Perform daily system checks to ensure all phones are in working condition.
• Perform or schedule full PMI/Maintenance on all inmate-related telephones and equipment per the ITS monthly or as directed.
• Open and close tickets tracking all PMI, maintenance and service work.
• Report system outages and other trouble ticket conditions promptly, conduct follow-up, and confirm subsequent ticket closure.
• Support facility staff with reports, investigations, data information or updates, and telephone/system trouble reports.
• Participate in weekly communication calls on account issues, create weekly reports of all requests, service tickets, and issues resolved, and assist with investigations, documentation, and recordings.
• Document the preventive maintenance process within two (2) business days of each inspection, maintain and track weekly results, and complete a log detailing all inspections, repairs or replacements, and other work performed.
• Promptly elevate any work requests or activities outside the scope of the Site Administrator Technician’s ability to the Shawn Tech Account Manager.
• Identify, repair, replace, and resolve operational inmate call system grievances, questions, and problems.
• Address basic telephone repair and maintenance needs of the facility.
• Meet all service requirements put forth by the customer contract.

• High school diploma or equivalent.
• 1-3 years of technical and office experience.
• Minimum of 2 years of related IT/Telephony installs and troubleshooting experience.
• Proficiency with telephony, networking, and understanding of wireless technology.
• Basic writing, organizational, and oral communication skills.
• High accuracy in data entry skills.
• Typing speed and accuracy: 50+ WPM.

All work is done in a correctional facility.

• Maintain a clean criminal background for facility clearance approvals.
• Respond to repair requests, arriving promptly after reasonable notice – 24x7, except on vacation or personal leave.
• May require weekend and evening hours.
• Be comfortable working in a correctional environment and respecting controlled environment limitations.
• Proficient in Microsoft Office (Word, Excel, PowerPoint, and Outlook).
• Maintain service objectives and drive for results.

Analyze Issues:
Gather and analyze critical information to understand problems, probe beyond symptoms, integrate data from various sources, and arrive at optimal solutions.

Build Relationships:
Relate to others in an open, friendly, accepting manner; be approachable; develop and maintain high-quality relationships with managers, peers, and direct reports; demonstrate style flexibility; cultivate relationships with key colleagues and stakeholders; and build contacts with industry professionals.

Champion Change:
Approach problems with curiosity and open-mindedness; generate innovative ideas; stimulate creativity; challenge conventional methods; champion new ideas and initiatives; and support change.

Drive for Results:
Set challenging goals; prioritize results; convey urgency; persist amid obstacles; demonstrate initiative and high personal standards; maintain high productivity; and remain committed to the organization.

Use Sound Judgment:
Make decisions based on sound logic; consider alternatives; choose best alternatives based on pros, cons, tradeoffs, timing, and resources; make timely decisions on urgent issues; and make sound decisions on complex problems.