Telecom Client Technician

Overview

ViaPath is looking for a Telecommunication Technician 1 (Site Admin Technician 1) to join the Field Services team. Under the direction of the Field Service Manager, but working largely independently, the Site Administration Technician 1 will handle field service maintenance, inventory and repairs with deployed inmate tablets and inmate call processing equipment at multiple assigned facilities. Ensuring all internal processes, procedures, and contractual repair timelines are adhered to.

This position will be based at the client site in Stafford, VA with travel to additional sites.

Responsibilities

• Serve as an Ambassador for ViaPath by fostering a positive relationship with the customer and site POC
• Work at the direction of the Field Service Manager (“FSM”) responsible for the assigned sites in coordination with the facilities.
• Walk the facility, Pods and Units daily to include tasks such as inspecting tablets and initiating trouble tickets for issues as needed and ensure access points are functioning and report to FSM with issues.
• Meet daily with the facility Point of Contact (POC) to provide updates on known issues as well as gather any new feedback for newly identified issues
• Manage all day-to-day support functions including minor maintenance of tablets, ensuring all applications on the tablets are functioning properly, and maintaining a daily accurate listing of tablets issued, tablets on the shelf, tablets requiring repair and return.
• Provide a weekly summary report to the Field Service Manager (FSM)
• Visit dedicated worksite daily or assigned facilities during scheduled dates if assigned more than one.
• Initiate and execute trouble resolution guidelines provided for Tablet Resolution before acknowledging the need to replace tablet(s) under RMA protocol.
• Utilize ViaPath’s trouble ticket database to view/maintain all facility information that would be useful in troubleshooting system issues.
• Update the FSM and SAT on any known issues immediately when known

Qualifications

• High school diploma or equivalent required; advanced degree a plus
• Minimum of 1 year of related IT/admin experience. Must have IT familiarity (i.e., tablet usage, technical support, computer workings, etc.). Experience with technology troubleshooting, repairs and/or other relevant technical experience desired.
• Proficient in Windows XP/Windows OS, Microsoft Office Software, and ability to learn other software programs that may be required.
• Must be a self-starter that can work independently and willing to fully commit to understanding all aspects of support for the site.
• Ability to multi-task while meeting deadlines.
• Strong communication skills and ability to interact with and be comfortable being in front of others.
• Experience working in a fast-paced environment with competing deadlines and priorities.
• Strong written and oral communication skills.
• Must have strong attention to detail and record keeping skills.
• Ability to write reports and/or procedure manuals on an as needed basis.
• Strong problem-solving skills are required. Must have the ability to diagnose and define problems, collect data, establish facts, draw valid conclusions, and provide recommendations.
• Ability to work well in a team environment.
• Must frequently be able to lift/or move heavy equipment.
• Must be willing to work in a correctional environment and perform all tasks assigned in various working conditions, which may include but are not limited to: adverse weather, humidity, dust, and limited space.
• Must be able and willing to work weekend, evening, and holiday schedules as needed.
• Position includes travel to multiple facilities in the area. Must have reliable transportation.
• Proficient in basic network troubleshooting to include being able to identify network components a plus.

Additional Information

The projected compensation range for this position is $19/HR - $23/HR. Please note that the salary information listed is a general guideline only. Salary at ViaPath Technologies is determined by various factors such as (but not limited to) scope and responsibilities of the position, the individual’s combination of education and training, knowledge, skills, and related experience as well as market (work location) considerations when extending an offer.

ViaPath is committed to providing equal employment opportunities to all qualified individuals and to maintaining a workplace free from discrimination and harassment. Employment decisions are based on individual merit, qualifications, performance, and business needs. In accordance with applicable federal, state, and local laws, ViaPath does not discriminate or permit harassment against any employee or applicant based on any characteristic protected by law. ViaPath’s commitment applies to the fullest extent required by federal, state, and local laws applicable to its contracts and operations.

Benefits Overview

ViaPath is committed to supporting the health, well-being, and security of our employees. Eligible full-time employees have access to a comprehensive benefits package that includes:

• Medical, Dental & Vision Insurance - Multiple plan options designed to support a variety of coverage needs.
• Health Saving Accounts (HSA) and Flexible Spending Accounts (FSA) - Employer provided contribution to the HSA for eligible medical plans. Healthcare and dependent care spending accounts available.
• Flexible Time Off (FTO) - Including vacation and sick time
• Company Holidays
• Retirement Plan (401(k)) - Traditional and Roth 401(k) options available including employer matching contributions.
• Life & Disability Insurance - Company-paid basic life insurance and short-term disability; additional voluntary coverage available.
• Employee Assistance Program (EAP) - Free, confidential support for personal, financial, and family matters.
• Additional Well-Being Resources - Includes access to Care.com, Calm, Active&Fit, Telavet, LegalShield, and other lifestyle resources and discounted services.

Eligibility for certain benefits may depend on employee status, work location, and applicable plan documents. Benefits and terms are subject to change. The information above provides a brief summary of our benefit programs. Actual coverage details are governed by the official plan documents, which control in the event of conflict. ViaPath reserves the right to modify or terminate any benefit program at any time.