Telecom Technician

Wage Rate $21-24/hr Work Location On-Site Overview TKC Holdings, Inc. - comprised of Trinity Services Group, Keefe Group, and Courtesy Products - is a mid-market respected leader in the corrections and hospitality industries for more than 40 years. With thousands of team members across the country, we continue a tradition of innovation, integrity, and success. TKC is committed to delivering excellent products and services, exceeding customer expectations, and empowering the career development of every team member. As a subsidiary of TKC Holdings, Inc. and Keefe Group, ICSolutions (ICS) has been a leading provider of innovative telecommunications products and exceptional customer service to correctional facilities across the nation. Benefits We care about our employees and offer benefits that support your health, finances, and career growth. Medical, Dental & Vision Insurance 401(k) Retirement Plan with Company Match Paid Time Off (PTO) Tuition Reimbursement Paid Training Career Advancement Opportunities Life Insurance & AD&D Coverage Voluntary Benefits including Short-Term Disability, Long-Term Disability, Critical Illness, Accident Coverage, and more. About This Position The Telecom Technician serves as the primary contact for facility system inquiries including tracking and managing inmate inquiries, complaints and responses. You will also repair or replace broken telephone sets and provide a weekly update of phone system status, repairs made and any open items. You will work onsite. You will report to the Call Center Director. Essential Functions/Main Responsibilities Manage inmate inquiries (grievances), complaints and responses. Add and maintain PIN Number Investigations. Assist facility investigative personnel with reporting needs and tasks. Coordinate planned site visits and materials delivery through facility security. Report generation to meet facility requirements. Report generation assistance and limited training to new facility personnel. Provide weekly update of phone system status, repairs made, open items. Repair or replace broken telephone sets. Assist technical support with system troubleshooting. Complete RMA forms and track/ship tablets for replacement. Use the software to troubleshoot and provide reports when needed. Retrieve defective tablet/s and distribute spare equipment. Create trouble tickets and track repair/equipment requests. Resolve problems promptly by researching and responding to complaints in established timelines. Maintain ongoing tablet/onsite equipment inventory. Must work (5) days a week, (8) hours a day inside correctional facility. Other responsibilities as determined by our needs. What You'll Need High school diploma or general education degree (GED); or one to three months related experience and/or training; or equivalent combination of education and experience. Customer service experience. 3 or more years demonstrated skills in a high-tech environment, emphasizing skills in computer hardware maintenance, software management, and networking. Position can require overtime, non-standard schedules and evening or night shifts. EEO Statement Equal Employment Employer as to all protected groups, including protected veterans and individuals with disabilities. We maintain a drug-free workplace. A copy of our Privacy Policy and CA Employee Privacy Notice can be found here: https://tkcholdings.com/privacy-policy-108 The Telecom Technician serves as the primary contact for facility system inquiries including tracking and managing inmate inquiries, complaints and responses. You will also repair or replace broken telephone sets and provide a weekly update of phone system status, repairs made and any open items. You will work onsite. You will report to the Call Center Director. Essential Functions/Main Responsibilities Manage inmate inquiries (grievances), complaints and responses. Add and maintain PIN Number Investigations. Assist facility investigative personnel with reporting needs and tasks. Coordinate planned site visits and materials delivery through facility security. Report generation to meet facility requirements. Report generation assistance and limited training to new facility personnel. Provide weekly update of phone system status, repairs made, open items. Repair or replace broken telephone sets. Assist technical support with system troubleshooting. Complete RMA forms and track/ship tablets for replacement. Use the software to troubleshoot and provide reports when needed. Retrieve defective tablet/s and distribute spare equipment. Create trouble tickets and track repair/equipment requests. Resolve problems promptly by researching and responding to complaints in established timelines. Maintain ongoing tablet/onsite equipment inventory. Must work (5) days a week, (8) hours a day inside correctional facility. Other responsibilities as determined by our needs. High school diploma or general education degree (GED); or one to three months related experience and/or training; or equivalent combination of education and experience. Customer service experience. 3 or more years demonstrated skills in a high-tech environment, emphasizing skills in computer hardware maintenance, software management, and networking. Position can require overtime, non-standard schedules and evening or night shifts.