IT Technical Support Specialist

4 weeks ago

Madison, Wisconsin, United States BCForward Full time
Job Overview

BCforward is seeking a highly skilled IT Technical Support Specialist to join our team. As a key member of our support team, you will be responsible for providing technical and administrative support to all inmate telephone and inmate services solutions.

Key Responsibilities:

  • Maintain and troubleshoot service and technical issues related to inmate telephone and inmate services solutions.
  • Ensure all equipment, designed and delivered by the manufacturer, meets the needs and qualifications of the prime contract between BCforward and the Department of Corrections.
  • Review recorded video visits and video messages for compliance with the Department's Visitation Policy.
  • Document the outcome of each review and identify any policy violations in the appropriate tracking tools.
  • Perform monthly preventative maintenance with Hardware & Inventory Support and change out phones/tablets that need repaired and/or replaced as needed.
  • Work with technical and administrative personnel to correct problems with communications equipment and user accounts.
  • Actively participate within cross-functional work teams to ensure timely maintenance.
  • Solve offender phone or tablet problems/answer questions or concerns, including debit reports for both case managers and offenders.
  • Maintain and resolve open ticket issues for troubles – follow up on resolution to guarantee the issue is resolved before closing the ticket.
  • Assist in helping Internal Affair departments and other executive staff with retrieving information from the system.
  • Participate in the orientation intake process for new offenders arriving onsite on a weekly/monthly basis.
  • Attend and participate in dorm/shelter rep meetings to answer questions concerning the offender telephone and tablet system, and procedures for the offender population on a weekly/monthly basis.
  • Arrange for Access and Gate releases for Service Technicians (or Site Administrator Technicians) to perform duties inside the facility and to bring in needed items and related tools.
  • Work with Hardware & Inventory Support to keep an up-to-date mapping of offender phones, tablets, and serial numbers in all facilities.
  • Assist ACA with meeting facility accreditation for the offender phone/tablet policy & procedure.
  • Provide coverage for other SAT duties when out via sick/vacation.
  • Complete 40 Hours of IDOC in-house training and State required CBT's, annually.

Requirements:

BCforward offers a comprehensive benefits package including major medical, HSA, dental, vision, employer-provided group life, voluntary life insurance, short-term disability, long-term disability, and 401k.

About BCforward:

BCforward is a Black-owned firm providing unique solutions supporting value capture and digital product delivery needs for organizations around the world. Headquartered in Indianapolis, IN with an Offshore Development Center in Hyderabad, India, BCforward's 6,000 consultants support more than 225 clients globally.

BCforward champions the power of human potential to help companies transform, accelerate, and scale. Guided by our core values of People-Centric, Optimism, Excellence, Diversity, and Accountability, our professionals have helped our clients achieve their strategic goals for more than 25 years.

BCforward is an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against based on disability.

To learn more about how BCforward collects and uses personal information as part of the recruiting process, view our Privacy Notice and CCPA Addendum.

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