Field Service Technician I - Mule Creek State Prison - Ione, CA

SPECIAL ORDER SYSTEMS INC • Ione, CA

63d • $22 - $25

About The Position

The Field Service Technician I travels to facilities to maintain, repair, and resolve issues involving company products, features, and equipment. The role may be based at one facility or may cover multiple sites, and provides technical and administrative support to customers, including support for tablet programs and tablet use. The technician serves as a primary representative between facility personnel, Account Management, and other company staff.

The position supports equipment and services used in correctional facilities, including phones, kiosks, video terminals, wireless access points, tablets, calling systems, and video visitation. Duties include setup, maintenance, troubleshooting, software updates, account administration, user training, inventory management, dispatch coordination, and administrative services when needed. The role may also involve preparing recordings for legal proceedings and testifying in court when required.

The job is located at Mule Creek State Prison in Ione, California. The listed pay range is $22.00–$25.00 per hour.

Requirements

• High school diploma or GED.
• Demonstrated ability to work in difficult environments, such as correctional facilities.
• Experience working with Windows OS and Microsoft Office.
• Ability to understand customer service needs at various facilities and help improve operations involving company products.
• Ability to learn company products, features, and equipment quickly.
• Experience identifying alternatives to escalation and determining when assistance is needed to resolve reported problems.
• Ability to self-start and self-train on communications-based product lines.
• Strong multitasking, prioritization, and issue-tracking abilities.
• Strong written and verbal communication skills for working with customers, dispatchers, technical support, specialists, other field technicians, and management.
• Ability to learn minor repairs and troubleshooting for telephone and video visitation systems and pass the related skills test.
• Ability to perform the listed physical activities; may be required to lift up to 25 pounds.

Nice To Haves

• Experience installing, repairing, and maintaining telecommunications and networking devices.
• Prior experience using small hand tools to repair electronics.
• Previous experience working in law enforcement or a correctional environment.

Responsibilities

• Act as the primary representative between on-site facility personnel, Account Management, and other company personnel.
• Set up and maintain individual tablets for users.
• Repair phones, kiosks, video terminals, wireless access points, tablets, and other required equipment within correctional facilities in the assigned area.
• Provide technical support and troubleshoot tablet issues.
• Ensure security measures are in place to prevent misuse of tablets.
• Assist with tablet software updates and installations.
• Manage tablet user accounts and access permissions.
• Coordinate tablet usage schedules with other staff members.
• Train incarcerated individuals to use tablets effectively and responsibly.
• Maintain inventory and ensure extra or damaged inventory is returned for multiple sites.
• Communicate with dispatchers to receive work assignments and provide estimated arrival and departure times.
• Troubleshoot problems that standard procedures have not resolved, coordinating with multiple departments as needed.
• Help educate and train Securus customers, provide information to technical support, and follow direction regarding Securus products and services.
• Provide administrative services as needed or when dedicated to a customer, including data entry for PIN/PAN and blocks or unblocks, customer reporting, training, preparing CDR reports, and assisting with video visitation.
• Burn recordings or video to CD/DVD in response to subpoenas and testify in court when required.
• Maintain equipment and tool inventory, including assigned company assets such as tools, vehicles, parts, and laptops.
• Complete work with urgency and high quality, respond promptly to management and customer requests, and adhere to Field Service Standards and company policies.

Benefits

• Medical insurance, available starting the first day of the month after 60 days of hire.
• Dental insurance, available starting the first day of the month after 60 days of hire.
• Vision insurance, available starting the first day of the month after 60 days of hire.
• Retirement savings plan with a company matching program.
• Training reimbursement and personal development.
• Paid vacation, accruing from the first day of hire.
• Holidays and personal/sick days.
• Company-sponsored life insurance and AD&D coverage, with additional coverage options for the employee, spouse, and children.
• Collaborative work environment.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED