Site Administrator Technician (Big Stone Gap)

Position Summary:

The role of the Site Administrator Technician outlined in this job description is a dual role

requiring both Administrative and Technical knowledge to complete the day to day work

activities in a correctional facility. This position requires an individual that has strong data entry

and technical knowledge and skillsets. The incumbent must have customer service experience

to address phone calls and email correspondence from both internal and external customers.

The incumbent will be the first point of contact for facility personnel in all administrative and

technical tasks associated with the inmate call control systems.

Key Responsibilities:

• Process staff requests for Account suspensions, staff, friends & family requests for

blocks and unblocks, inmate requests for Telephone ID, reset Voice Recognition

• Perform system checks daily to ensure all phones are in working condition

• Perform or schedule a full PMI/Maintenance on all inmate related telephones and

equipment related to the ITS on a monthly basis or as directed by the County

• Troubleshooting, correcting, and servicing issues with inmate communication systems

within four (4) hours of notification of service request or system failure.

• Open and Close tickets tracking all PMI, Maintenance and Service work.

• Report system outages and other trouble ticket conditions promptly. Conduct follow-up

and confirm subsequent ticket closure.

• Support the facilities staff in all requests for reports, investigations, data information or

updates, and telephone/ system trouble reports

• Participate in weekly communication calls on account issues. Create weekly reports of

all requests, service tickets, and issues resolved related to the ITS and assist with

investigations, documentations, and recordings

• Document the preventive maintenance process within two (2) business days of each

preventative maintenance inspection. Maintain and track weekly results. Complete log

detailing the inspection of all inmate and visitation telephones and related equipment, all

repairs and/or replacement of nonworking or damaged equipment or software, and any

other work performed.

• Provide monthly activity and maintenance reports for collect (if applicable), pre-paid and

debit usage of ITS

• Promptly escalate any work requests or activities outside of the scope of the Site

Administrator Technician ability.

• Support technical team in providing facility access and clearance, when needed

• Identifying, repairing, replacing, and resolving operational inmate call system grievances,

questions, and problems

• Addressing basic telephone repair and maintenance needs of the facility

• Meeting all service requirements put forth by the customer contract

• Building and maintaining working relationships with the facility staff and customer

contacts

• Delivering services in a timely and effective manner ensures optimal system

performance resulting in highly satisfied customers.

• Additional duties and responsibilities as assigned

Education & Experience Requirements:

• High school diploma or equivalent

• 1-3 years’ technical and office experience required

• Minimum of 2 years of related IT/Telephony Installs and Troubleshooting experience

• Proficient with Telephony, Networking, and an understanding of wireless technology

• Basic writing, organizational, and oral communication skills required

• High accuracy in data entry skills

• WPM and accuracy level: 50+

Working Conditions:

All work is done in a correctional facility.

Position Requirements:

• Must have and maintain a clean criminal background to ensure facility clearance

approvals are secured.

• Must respond to repair requests, arriving promptly after reasonable notice – 24x7,

except when on vacation or personal leave.

• May require weekend and evening hours.

• Be comfortable working in a correctional environment and respecting the limitations of

controlled environments

• Proficient in Microsoft Office (Word, Excel, Power Point and Outlook)

• Maintain service objectives and drive for results

Be willing to travel up to 45 miles between work locations.

Supporting Competencies/Skills:

Analyze Issues: Gathers and analyzes the most critical information needed to understand

problems; probes and looks past symptoms to determine underlying causes of problems and

issues; integrates information from a variety of sources to arrive at optimal solutions; detects

inaccuracies or flaws in reasoning; and defines reasonable alternatives to resolve problems.

Build Relationships: Relates to others in an open, friendly, accepting, and respectful manner;

is viewed as approachable and shows interest in others; develops and maintains high-quality

relationships with managers, peers, and direct reports; demonstrates style flexibility when

relating to a variety of people and situations; uses formal and informal networks to get things

accomplished; identifies and cultivates relationships with key colleagues and stakeholders in

other parts of the organization; and builds and maintains appropriate contacts and networks with people in the industry or profession.

Champion Change: Approaches problems with curiosity and open-mindedness; generates

innovative ideas and solutions; stimulates creativity and innovation in others; challenges the

way things have always been done; champions new ideas and initiatives; and supports those

who initiate change and take risks.

Drive for Results: Sets challenging goals and puts a top priority on getting results; conveys a

sense of urgency and drives issues to closure; persists in the face of obstacles; demonstrates

initiative and sets high personal standards of performance; maintains a consistent, high level of

productivity; and is committed to the organization.

Use Sound Judgment: Brings to bear the appropriate knowledge and expertise in making

decisions; considers alternate solutions before making decisions; bases decisions on sound

logic and rationale; advances problems toward resolution when encountering ambiguity or

uncertainty; chooses the best alternative based on consideration of pros, cons, tradeoffs, timing, and available resources; makes timely decisions on problems and issues requiring immediate attention; and makes sounds decisions on complex issues and problems.

A job description is not designed to cover or contain a comprehensive listing of all activities, duties, or responsibilities that are required of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice.

All candidate information will be kept confidential according to EEO guidelines.