Tablet Administrator

Job Description

Under the direction of the State manager in service operations, but working largely independently, the tablet administrator will handle all tablet maintenance duties including inventory and RMAs, repairs with deployed inmate tablets, documentation and escalation of all tablet issues for the assigned facilities. This position ensures all internal processes, procedures, and contractual timelines are followed.

• Visit the assigned site on a workday to ensure all assigned sites are visited once per week.
• While on‑site evaluate each reported broken tablet and process it for RMA.
• Track and distribute inventory of inmate tablets at each assigned site.
• Provide tablet and equipment tracking reports to the FSM daily.
• Inspect all inmate tablets and open trouble tickets for any issues (equipment alarms, outages, etc.).
• Work with the production team to ensure all broken equipment is returned and received within allotted time frames.
• Distribute spare equipment as needed.
• Perform limited repair/fix on inmates’ tablets.
• Check with point of contact and grievances mailbox for inmate complaints about the inmate systems; research and respond to complaints the same day as received or escalate them so that problems are resolved in a timely manner.
• Utilize trouble ticket database to view/maintain all facility information, including number of inmates and inmate tablets, to assist in troubleshooting system issues.
• Manage day‑to‑day support functions for the tablet program, including minor maintenance of tablets, ensuring all applications are functioning properly, and maintaining a daily accurate listing of tablets issued, on the shelf, requiring repair, and returned.
• Other related duties as assigned.

• Some technical experience required.
• Knowledge in the use of hand tools.
• Basic computer skills for setup and troubleshooting.
• Must have a valid driver’s license with an acceptable driving record.
• Must have a vehicle in good running condition.
• Ability to pass thorough background checks required by Shawn Tech Communications, Inc. and the client.
• Must be a self‑starter who can work independently and follow directions.
• Ability to work in a correctional environment with possible interaction with inmates.
• Must have good communication skills; able to work independently at multiple sites.
• Other qualifications as necessary.

• Analyze Issues: Identify situations or conditions that warrant additional research or insight; gather the appropriate knowledge and expertise to make decisions; consider alternative solutions and base decisions on logic and rationale;
  Escalate problems toward resolution when encountering ambiguity or uncertainty.
• Build Relationships: Interact with others in an open, friendly, accepting, and respectful manner at all times; be approachable, a team player, and show genuine interest in others and their issues; develop and maintain professional relationships with managers, peers, and all other internal and external contacts.
• Champion Change: Approach problems with curiosity, open‑mindedness, and anticipation; initiate innovative ideas and solutions; suggest process improvements when warranted; embrace new ideas and initiatives and support change management.
• Coaching: Receptively and responsively accept coaching from all team members, management, peers, and customers.
• Drive for Results: Maintain service objectives in accordance with guidelines and service level agreements; challenge situations and timelines that jeopardize service levels; convey urgency and drive issues to closure; persist in the face of obstacles; demonstrate initiative and set high personal performance standards; maintain a consistent, high level of productivity; be committed to the organization.

Youngstown, OH