Telecom Client Technician

ViaPath Technologies • Stafford, VA

2d • Onsite

About The Position

ViaPath is seeking a Telecommunication Technician 1 (Site Admin Technician 1) for its Field Services team. Under the direction of the Field Service Manager, and working largely independently, the technician provides field-service maintenance, inventory management, and repairs for deployed inmate tablets and inmate call-processing equipment at assigned facilities. The role is based at a client site in Stafford, Virginia, and includes travel to additional facilities. The technician ensures internal processes, procedures, and contractual repair timelines are followed.

The position involves daily facility walk-throughs and tablet and access-point checks, coordination with facility points of contact, day-to-day tablet support, accurate inventory tracking, trouble-ticket management, and regular reporting to the Field Service Manager. The technician must be willing to work in a correctional environment and, as needed, work weekends, evenings, and holidays and perform tasks under varied working conditions.

Requirements

• High school diploma or equivalent.
• At least 1 year of related IT or administrative experience.
• IT familiarity, such as tablet use, technical support, or computer operations.
• Proficiency with Windows XP/Windows operating systems and Microsoft Office; ability to learn other required software.
• Ability to work independently and commit to understanding all aspects of site support.
• Ability to multitask and meet deadlines.
• Strong communication skills and comfort interacting with and speaking in front of others.
• Experience working in a fast-paced environment with competing deadlines and priorities.
• Strong written and oral communication skills.
• Strong attention to detail and record-keeping skills.
• Ability to write reports and procedure manuals as needed.
• Strong problem-solving skills, including diagnosing and defining problems, collecting data, establishing facts, drawing valid conclusions, and making recommendations.
• Ability to work well in a team environment.
• Ability to frequently lift or move heavy equipment.
• Willingness to work in a correctional environment and perform assigned tasks in varied conditions, including adverse weather, humidity, dust, and limited space.
• Willingness and ability to work weekends, evenings, and holidays as needed.
• Reliable transportation and willingness to travel to multiple facilities in the area.

Nice To Haves

• An advanced degree.
• Experience with technology troubleshooting, repairs, or other relevant technical work.
• Proficiency in basic network troubleshooting, including identifying network components.

Responsibilities

• Represent ViaPath as an ambassador by fostering positive relationships with customers and site points of contact.
• Work under the direction of the Field Service Manager responsible for assigned sites, in coordination with facility staff.
• Walk assigned facilities, pods, and units daily; inspect tablets, initiate trouble tickets for issues, check access points, and report issues to the Field Service Manager.
• Meet daily with the facility point of contact to provide updates on known issues and gather feedback about newly identified issues.
• Manage day-to-day support functions, including minor tablet maintenance and checking that tablet applications function properly.
• Maintain an accurate daily inventory of tablets issued, tablets in stock, and tablets requiring repair or return.
• Provide a weekly summary report to the Field Service Manager.
• Visit the dedicated worksite daily, or visit assigned facilities on scheduled dates when responsible for multiple sites.
• Follow tablet-resolution guidelines and attempt troubleshooting before requesting tablet replacement under the RMA protocol.
• Use ViaPath’s trouble-ticket database to view and maintain facility information useful for troubleshooting system issues.
• Immediately update the Field Service Manager and Site Administration Technician on known issues.

Benefits

• Medical, dental, and vision insurance with multiple plan options.
• Health Savings Account and Flexible Spending Account options, including an employer contribution to the HSA for eligible medical plans.
• Flexible Time Off, including vacation and sick time.
• Company holidays.
• Traditional and Roth 401(k) retirement plan options with employer matching contributions.
• Company-paid basic life insurance and short-term disability coverage; additional voluntary coverage is available.
• Employee Assistance Program offering confidential personal, financial, and family support.
• Additional well-being resources and discounted services, including Care.com, Calm, Active&Fit, Telavet, and LegalShield.

What This Job Offers

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