Field Services Support

ePATHUSA Inc•Mount Pleasant, IA

20h•Onsite

About The Position

Seeking an experienced, service‑focused Information Technology Specialist to provide comprehensive IT support within a 24/7/365 correctional environment. This role supports a user community of more than 1,500 individuals, including over 280 staff and approximately 1,200 incarcerated individuals. The contractor will serve as the primary on‑site technical resource for hardware, software, security systems, network operations, and user support across multiple secured environments. 4 weeks of CERT training in Des Moines required.

Requirements

Experience with installing, imaging, configuration and maintenance for PCs, servers, switches, security systems, cameras, wireless systems, VoIP/phone systems, kiosks, OffNet systems, email, II TV systems, and related technologies. (5 years)
Experience with troubleshooting and resolving technical issues involving PCs, switches, wireless equipment, PDAs, and safety/security devices (5 years)
Ability to Perform hardware replacements, cabling, fiber optic work, wireless deployment, switch maintenance, and fiber management. (5 years)
Ability to Support door controls, security cameras, recording systems, and safety equipment technologies (5 years)
Maintain accurate device and inventory records. (5 years)
Ability to Provide high quality customer service to staff, incarcerated individuals, and critical stakeholders.
Ability to Create, monitor, and complete work orders; perform root cause analysis and implement solutions.
Experience with Setting up new user computer accounts and ensure appropriate access levels based on work location and security requirements. (5 years)
Graduation from a four-year college or university
Demonstrate working knowledge of computers, networking, wireless, fiber optics, security hardware, recording systems, safety systems, phone systems, and related communication technologies.

Responsibilities

Provide installation, imaging, configuration, and maintenance for PCs, servers, switches, security systems, cameras, wireless systems, VoIP/phone systems, kiosks, OffNet systems, email, II TV systems, and related technologies.
Troubleshoot and resolve technical issues involving PCs, switches, wireless equipment, PDAs, and safety/security devices.
Perform hardware replacements, cabling, fiber optic work, wireless deployment, switch maintenance, and fiber management.
Support door controls, security cameras, recording systems, and safety equipment technologies.
Maintain accurate device and inventory records.
Collaborate with the ITS4 on system operations, maintenance, and complex issue resolution.
Serve as the primary technical contact for MPCF users regarding hardware and software issues.
Provide high‑quality customer service to staff, incarcerated individuals, and critical stakeholders.
Create, monitor, and complete work orders; perform root-cause analysis and implement solutions.
Set up new user computer accounts and ensure appropriate access levels based on work location and security requirements.
Apply strong communication skills and Core Correctional Practices (CCP) in all user interactions.
Assist in operational issue resolution while ensuring compliance with DoIT, DOC, and MPCF policies.
Partner with the Associate Warden of Administration and ITS4 to gather requirements, plan, test, and implement technology projects.
Support projects involving servers, databases, switches, applications, new technologies, hardware configurations, and systems upgrades.
Apply technical competencies and industry best practices to optimize operational efficiency and productivity.
Collaborate effectively with facility leadership, co‑workers, end users, and external partners.
Ensure adherence to all security regulations, life‑safety guidelines, and compliance standards.
Conduct data analysis to understand operational needs and implement practical solutions.
Participate in training to remain current with emerging technologies.
Move, install, and configure computer hardware as required.