ICS Tablet Support Representative

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 Tablet Support Representative will troubleshoot hardware and software issues for tablets, troubleshooting with the tablet vendor for additional support with reported issues, coordinating onsite assistance from field technicians when needed, and satisfying customers via verbal and electronic communications regarding any product related needs. This position also requires assistance to the technical support team on our company-based systems.

Essential Functions, Duties, and Responsibilities

• Handle tablet issues reported by customers - troubleshooting hardware/software, replacement requests.
• Working with Linux-based technology.
• Troubleshoots hardware and software issues across Linux and Windows platforms.
• Demonstration of excellent customer service skills with frequent customer interaction.
• Assist customers via verbal communications regarding any product related needs.
• Coordinating with Field Support Technicians via telephone or email to change hardware and software configurations.
• Field testing new applications on live systems.
• Document details of customer interactions accordingly and provide follow-up as needed.
• Other duties as assigned.

• One year certificate from college or technical school; or three to six months related experience and/or training; or equivalent combination of education and experience.
• 3 years Linux experience and knowledge a must.
• 2 years customer service experience.
• 3 or more years demonstrated skills in a high tech environment, emphasizing skills in computer hardware maintenance, software management, and networking.
• Ability to solve practical problems and deal with situations where limited standardization exists. Displaying the ability to interpret a variety of instructions and customer complaints, both written and oral, to ensure customer satisfaction.
• Position can require overtime, non-standard schedules and evening or night shifts.
• Strong written and oral communication skills.
• Superior listening skills.
• Linux (Red Hat, Ubuntu, etc).

IC Solutions offers comprehensive benefits to all regular-full time employees:

• Medical w/prescription coverage
• Benefit Credit received when enrolled in a TKC medical plan, to help offset your benefit costs. Benefit Credit of $750 annually, will be divided evenly among your paychecks throughout the Plan Year.
• Dental
• Vision
• Basic Life and Basic Accidental Death and Dismemberment Insurance
• Voluntary benefits (i.e. short term, long term disability and many more) options may be selected to create the right package for you

IC Solutions also understands the importance of work life balance and planning for the future. To help with both of these, employees are eligible for paid time off and a Company Match for the 401(k) Retirement Savings Plan. We now also offer DailyPay providing you immediate access to earned wages.

Equal Employment Employer as to all protected groups, including protected veterans and individuals with disabilities.

We maintain a drug-free workplace.

A copy of our Privacy Policy and CA Employee Privacy Notice can be found here:https://tkcholdings.com/privacy-policy-108