Technical Support Specilist

Technical Systems Support

• Provide installation, imaging, configuration, and maintenance for PCs, servers, switches, security systems, cameras, wireless systems, VoIP/phone systems, kiosks, OffNet systems, email, II TV systems, and related technologies.
• Troubleshoot and resolve technical issues involving PCs, switches, wireless equipment, PDAs, and safety/security devices.
• Perform hardware replacements, cabling, fiber optic work, wireless deployment, switch maintenance, and fiber management.
• Support door controls, security cameras, recording systems, and safety equipment technologies.
• Maintain accurate device and inventory records.
• Collaborate with the ITS4 on system operations, maintenance, and complex issue resolution.

Operations & Help Desk

• Serve as the primary technical contact for MPCF users regarding hardware and software issues.
• Provide high-quality customer service to staff, incarcerated individuals, and critical stakeholders.
• Create, monitor, and complete work orders; perform root-cause analysis and implement solutions.
• Set up new user computer accounts and ensure appropriate access levels based on work location and security requirements.
• Apply strong communication skills and Core Correctional Practices (CCP) in all user interactions.
• Assist in operational issue resolution while ensuring compliance with DoIT, DOC, and MPCF policies.

Project Planning & Implementation

• Partner with the Associate Warden of Administration and ITS4 to gather requirements, plan, test, and implement technology projects.
• Support projects involving servers, databases, switches, applications, new technologies, hardware configurations, and systems upgrades.
• Apply technical competencies and industry best practices to optimize operational efficiency and productivity.

General Expectations

• Graduation from a four-year college or university
• Demonstrate working knowledge of computers, networking, wireless, fiber optics, security hardware, recording systems, safety systems, phone systems, and related communication technologies.
• Collaborate effectively with facility leadership, co-workers, end users, and external partners.
• Ensure adherence to all security regulations, life-safety guidelines, and compliance standards.
• Conduct data analysis to understand operational needs and implement practical solutions.
• Participate in training to remain current with emerging technologies.
• Move, install, and configure computer hardware as required.