NV - Site Administrative Technician II

Job Overview

NV - Site Administrative Technician II at Shawn Tech Communications, Inc. (Lovelock, NV)

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 for inmate technologies—phones, video visitation systems, inmate tablets—and includes data entry as required. Preferred experience includes telecom wiring, computer maintenance & repair, general mechanical aptitude, and software applications.

Responsibilities include maintaining high-quality communication with correctional facility personnel, assuring timely resolution of issues, and operating independently across assigned regions.

• 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.
• Maintain and repair the 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 requests for blocks and unblocks, inmate requests for telephone , and reset voice recognition.
• Perform system checks daily to ensure all phones are in working condition.
• Perform or schedule a full PMI/Maintenance on all inmate related telephones and equipment as directed by the customer.
• 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 ticket closure.
• Support facilities 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; complete log detailing the inspection of all inmate and visitation telephones and related equipment, repairs, or replacements.
• Escalate any work requests or activities outside the scope of a Site Administrator Technician 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.

Education & Experience Requirements:

• 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.
• Proficient with telephony, networking, and an understanding of wireless technology.
• Basic writing, organizational, and oral communication skills.
• High accuracy in data entry skills.
• WPM and accuracy level: 50+.

All work is done in a correctional facility.

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

Gathers and analyzes the most critical information needed to understand problems; probes and looks past symptoms to determine underlying causes of problems and issues; integrates information from a variety of sources to arrive at optimal solutions; detects inaccuracies or flaws in reasoning; and defines reasonable alternatives to resolve problems.

Relates to others in an open, friendly, accepting, and respectful manner; is viewed as approachable and shows interest in others; develops and maintains high-quality relationships with managers, peers, and direct reports; demonstrates style flexibility when relating to a variety of people and situations; uses formal and informal networks to get things accomplished; identifies and cultivates relationships with key colleagues and stakeholders in other parts of the organization;

and builds and maintains appropriate contacts and networks with people in the industry or profession.

Approaches problems with curiosity and open-mindedness; generates innovative ideas and solutions; stimulates creativity and innovation in others; challenges the way things have always been done; champions new ideas and initiatives; and supports those who initiate change and take risks.

Sets…