Telecom Technician

TKC Holdings • Peoria, IL

1d • Onsite

About The Position

The Telecom Technician is the primary contact for facility system inquiries, including managing inmate inquiries, complaints, and responses. The role includes repairing or replacing broken telephone sets and providing weekly updates on phone system status, repairs, and open items. The position is performed onsite inside a correctional facility for five days per week, eight hours per day, and reports to the Call Center Director.

Requirements

• High school diploma or GED, or one to three months of related experience and/or training, or an equivalent combination of education and experience.
• Customer service experience.
• At least 3 years of demonstrated skills in a high-tech environment, emphasizing computer hardware maintenance, software management, and networking.
• Must work five days per week, eight hours per day inside a correctional facility.
• The position can require overtime, non-standard schedules, and evening or night shifts.

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.
• Generate reports to meet facility requirements.
• Assist with report generation and provide limited training to new facility personnel.
• Provide weekly updates on phone system status, repairs made, and open items.
• Repair or replace broken telephone sets.
• Assist technical support with system troubleshooting.
• Complete RMA forms and track and ship tablets for replacement.
• Use software to troubleshoot and provide reports when needed.
• Retrieve defective tablets and distribute spare equipment.
• Create trouble tickets and track repair and equipment requests.
• Resolve problems promptly by researching and responding to complaints within established timelines.
• Maintain ongoing tablet and onsite equipment inventory.
• Perform other responsibilities as determined by the company's needs.

Benefits

• Medical, dental, and vision insurance
• 401(k) retirement plan with company match
• Paid time off (PTO)
• Tuition reimbursement
• Paid training
• Career advancement opportunities
• Life insurance and AD&D coverage
• Voluntary benefits including short-term disability, long-term disability, critical illness, and accident coverage

What This Job Offers

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