Tablet Administrator; Technician

The Tablet Administrator (TA) position is a non-exempt position, tasked with maintaining computer tablets at client facilities.

The Tablet Administrator will be responsible for providing technical tablet support to incarcerated persons at correctional facilities (prisons) within the state of Maryland. The successful TA candidate must have reliable transportation, no felony charges in their personal history, and be able to pass a thorough background investigation and drug testing. Additionally, TAs may not have a relative currently incarcerated in a correctional facility that is maintained by Global Tel Link (Viapath) under the associated project.

• Remotely troubleshoot tablets and initiate trouble tickets as needed, following established resolution guidelines before recommending replacement under Return Merchandise Authorizations (RMA) protocol.
• Manage day-to-day support functions for tablets, including maintenance, repairs, and the return of broken or damaged tablets. Manage RMAs, support cases, and facility requests, ensuring timely response, accurate tracking, and proper escalation.
• Monitor and follow up on open cases and requests, closing or escalating them as appropriate.
• Document work and repair notes daily, thoroughly updating the ticketing system.
• Work with the field service team to ensure all broken equipment is returned and received within the allotted time frames.
• Utilize the trouble ticket database to view and maintain facility information, tablet counts, and other data related to troubleshooting.
• Follow the direction of the Field Service Manager (FSM), in coordination with facility leadership, to determine best practices for each situation.
• Prioritize work appropriately, giving highest priority to critical incidents and tasks assigned by the FSM. Promptly report critical incidents and communicate any conflicting priorities.
• Coordinate the RMA process from pickup through repair or replacement and return, processing and shipping equipment within established time frames, and keeping facilities informed of status updates.
• Maintain accurate tracking records and elevate aging items to the FSM.
• Respond to email communication professionally and promptly.
• Collaborate with teammates to balance workload and ensure coverage of critical responsibilities.
• Occasionally visit worksites, as needed and as directed by the supervisor/FSM.
• Use downtime to pursue professional development and review processes, while remaining available for urgent needs.

• Customer service and appropriate verbal and written communication skills are essential.
• Must maintain a valid driver’s license and have a reliable means of transportation.
• Must have a basic knowledge of computer-based applications, specifically:
  Microsoft Windows XP/OS, MS Explorer, Word, Excel, and MS Outlook Email, and ability/aptitude to learn other software programs that may be required.
• A year or more of repair related experience with tablets or cell phones is a plus.
• Must be able to communicate effectively in person, over the telephone, and in written (email) form.
• Must be able to multi-task and interact with a diverse group of people of many different authority levels.
• Must be able to stay cool under pressure.
• Must be able to pass a comprehensive background investigation, drug testing, and must not have any prior felony convictions or arrests.
• Individual may not have a relative currently incarcerated in a Correctional Facility maintained by Global Tel Link, under the associated project.
• Must be a self-starter that can work independently.
• Ability to multi-task while meeting deadlines and to accurately maintain required reporting and documentation.
• Strong problem-solving and critical thinking skills are required. Must have the ability to diagnose and define problems, collect data, establish facts, draw valid conclusions, and provide recommendations.
• Ability to work well in a team environment.
• Must frequently be able to lift/or move heavy equipment.
• If necessary, must be willing to work in a correctional environment, and perform all tasks assigned in various working conditions, which may include but are not limited to: adverse weather, humidity, dust, and limited space.
• Provide after-hours, on call technical service, as assigned.
• Position will include occasional travel to multiple facilities in the state of Maryland, sometimes over an extended distance. Must have reliable transportation.