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. The Telecom Technciain 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 Track and manage inmate inquiries (grievances), complaints and responses Add and maintain PIN Number Investigations Assist facility investigative personnel with reporting needs & tasks Coordinate planned site visits and materials delivery through facility security Report generation to meet facility requirements Report generation assistance and limited training to new facility personnel Provide weekly update of phone system status, repairs made, open items Repair or replace broken telephone sets Assist technical support with system troubleshooting Complete RMA forms and track/ship tablets for replacement Use the software to troubleshoot and provide reports when needed 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 Other duties as assigned High school diploma or general education degree (GED); or one to three months related experience and/or training; or equivalent combination of education and experience. Customer service experience. 3 or more years demonstrated skills in a high tech environment, emphasizing skills in computer hardware maintenance, software management, and networking. Position can require overtime, non-standard schedules and evening or night shifts.