On-Site Tech Support

Wage Rate

$30-32/hr

Overview

TKC Holdings, Inc.—comprised of Trinity Services Group, Keefe Group, and Courtesy Products - is a mid-market respected leader in the corrections and hospitality industries for more than 40 years. With thousands of team members across the country, we continue a tradition of innovation, integrity, and success. TKC is committed to delivering excellent products and services, exceeding customer expectations, and empowering the career development of every team member.

As a subsidiary of TKC Holdings, Inc. and Keefe Group, ICSolutions (ICS) has been a leading provider of innovative telecommunications products and exceptional customer service to correctional facilities across the nation.

About This Position

The On-Site Tech serves as the primary interface for facility system inquiries including tracking and managing inmate inquiries, complaints and responses. This position also repairs or replaces broken telephone sets and provides a weekly update of phone system status, repairs made and any open items.

Essential Functions, Duties And Responsibilities

• Provide On Site Support by maintaining hardware and perform repairs on ICS products and services by troubleshooting and repairing (inmate phones/video visitation systems/tablet hardware/kiosks/servers/switches/network connectivity, etc.)
• Use the software to troubleshoot and provide reports when needed
• Create trouble tickets and track repair/equipment requests
• Perform routine maintenance and provide weekly reporting
• Perform Repairs: Operating, maintaining, and repairing damaged or malfunctioning telecommunications lines and equipment.
• Troubleshooting: Identifying and resolving issues with telecommunications systems.
• Position can require overtime, non-standard schedules and evening or night shifts
• Maintain switches, routers, servers, Wifi AP’s and overall network connectivity.
• Interact in a professional manner with customers (inmates and staff) to foster positive relationships
• Complete RMA forms and track/ship tablets for replacement
• Retrieve defective tablet/s and distribute spare equipment as needed
• Create trouble tickets and track repair/equipment requests
• Research and respond to complaints in established timelines so that problems are resolved in a timely manner
• Maintain ongoing tablet/onsite equipment inventory
• Must work (5) days a week, (8) hours a day inside correctional facility

What You'll Need

• Must have demonstrated skills in a high-tech environment, emphasizing skills in computer hardware maintenance, software management, and networking.
• High School Diploma or GED required
• Must have corrections/jail work experience
• Inmate Telecom repair/network experience is required
• Wiring/cabling experience is required
• Ability to multi-task and meet deadlines
• MS Office Suite proficient
• Must have strong attention to detail and record keeping skills
• Strong verbal and written communication skills
• Strong problem-solving skills
• Must have a positive, can-do, team-oriented attitude

Benefits

IC Solutions offers comprehensive benefits to all regular-full time employees:

• Medical w/prescription coverage

• Benefit Credit received when enrolled in a TKC medical plan, to help offset your benefit costs. Benefit Credit of $750 annually, will be divided evenly among your paychecks throughout the Plan Year.

• Dental

• Vision

• Basic Life and Basic Accidental Death and Dismemberment Insurance

• Voluntary benefits (i.e. short term, long term disability and many more) options may be selected to create the right package for you

IC Solutions also understands the importance of work life balance and planning for the future. To help with both of these, employees are eligible for paid time off and a Company Match for the 401(k) Retirement Savings Plan. We now also offer DailyPay providing you immediate access to earned wages.

EEO Statement

Equal Employment Employer as to all protected groups, including protected veterans and individuals with disabilities.

We maintain a drug-free workplace.

A copy of our Privacy Policy and CA Employee Privacy Notice can be found here: https://tkcholdings.com/privacy-policy-108