Field Service Technician I - PBSP - Crescent City, CA

SPECIAL ORDER SYSTEMS INC • Crescent City, CA

4d • $22 - $25 • Onsite

About The Position

The Field Service Technician I travels to facilities to maintain and repair company products, features, and equipment and resolve related issues. The role may be based onsite or roving and provides technical and administrative support to customers. The technician supports tablet customers by administering programs and helping ensure tablets are fully utilized. The position is based at Pelican Bay State Prison in Crescent City, California.

The technician serves as a primary representative between facility personnel, Account Management, and other company personnel. Duties include setting up and maintaining user tablets; repairing phones, kiosks, video terminals, wireless access points, tablets, and other equipment; troubleshooting technical issues; assisting with software updates and installations; managing user accounts and access permissions; and helping maintain tablet security. The technician also trains incarcerated individuals on effective and responsible tablet use and coordinates tablet schedules with other staff.

The role includes maintaining equipment and tool inventories across multiple sites, returning extra or damaged inventory, coordinating assignments and arrival and departure estimates with dispatchers, and troubleshooting problems that standard procedures have not resolved. The technician may assist in educating and training customers on Securus products and services and provide administrative support as needed. Administrative work may include data entry for PIN/PAN and blocks or unblocks, customer reporting, training, CDR reports, video visitation assistance, preparing recordings or video on CD/DVD in response to subpoenas, and testifying in court when required. The technician also manages assigned company assets, including tools, vehicles, parts inventory, and laptops.

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 across facilities and help improve facility operations involving company products such as offender calling systems, video visitation, kiosks, and tablets.
• Ability to complete tasks with urgency and high work quality.
• Ability to quickly learn company products, features, and equipment.
• Demonstrated ability to identify alternatives to escalation and determine when assistance is needed to address reported problems.
• Timely responses to management and customer requests by phone, email, or reporting.
• Ability to adhere to Field Service Standards and company policies.
• Self-starting approach and ability to self-train on communications-based product lines.
• Ability to multitask, set priorities, and track concurrent issues.
• 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 on telephone and video visitation systems and pass the associated 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

• Serve as a primary representative between onsite facility personnel, Account Management, and other company personnel.
• Set up and maintain individual tablets for users.
• Repair phones, kiosks, video terminals, WAPs, tablets, and other required equipment at correctional facilities within the assigned area.
• Provide technical support and troubleshoot tablet issues.
• Ensure security measures are in place to prevent tablet misuse.
• 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 across multiple sites and arrange for extra or damaged inventory to be returned.
• Communicate with dispatchers to receive assignments and provide estimated arrival and departure information.
• Troubleshoot issues when standard procedures have not isolated or resolved problems, 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 support as needed, including data entry for PIN/PAN and blocks or unblocks, customer reporting, training, and CDR reports.
• Assist with video visitation and prepare recordings or video on CD/DVD in response to subpoenas; testify in court when required.
• Maintain inventories of equipment and tools and manage assigned company assets, including tools, vehicle, parts inventory, and laptop.

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.
• Collaborative work environment.
• Training reimbursement and personal development.
• Paid vacation, accruing from the first day of hire.
• Holidays and personal/sick days.
• 401(k) with company matching program.
• Company-sponsored life insurance and AD&D coverage for the employee, with further available benefits for the employee, spouse, and children.

What This Job Offers

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