Field Service Technician I

About the role

The Field Service Technician I travels to correctional facilities to install, maintain, and repair a range of digital equipment, including tablets, kiosks, video terminals and wireless access points. The role blends hands‑on technical work with customer interaction and administrative support.

Key responsibilities

• Act as the primary liaison between on‑site personnel, account management and internal teams.
• Set up, configure and maintain tablets and related devices for end users.
• Repair phones, kiosks, video terminals, WAPs and other equipment within assigned facilities.
• Provide technical support, troubleshoot hardware and software issues, and ensure security controls are in place.
• Perform software updates, installations and manage user accounts and access permissions.
• Train incarcerated individuals on proper tablet usage and coordinate usage schedules.
• Maintain and track inventory of equipment, tools, and assets; return damaged items.
• Communicate with dispatchers, provide ETA updates and resolve complex problems across departments.
• Deliver administrative services such as data entry, blocking/unblocking, reporting, video visitation support, CD/DVD burning for subpoenas, and testify in court when required.

Required profile

• Ability to understand and address customer service needs in correctional environments.
• Strong sense of urgency and commitment to high‑quality work.
• Quick learner of company products, features and equipment.
• Experience evaluating alternatives to escalations and deciding when to seek assistance.

Required skills

• Tablet configuration and management
• Hardware repair (phones, kiosks, video terminals, WAPs)
• Software updates and installations
• User account and access permission management
• Inventory and asset management
• Data entry (PIN/PAN handling)
• CD/DVD burning for video recordings

What we offer

• Opportunities to work across multiple facilities and develop technical expertise.
• Training on advanced security and communication systems.
• Dynamic work environment with both onsite and roving assignments.