Tablet Administrator - London/Madison

ShawnTech Communications, Inc; London (OH); On-site; USD 42,000 - 60,000; Full time

Job summary

ShawnTech Communications, Inc. is seeking a tablet administrator to manage maintenance, RMAs, and on-site support for inmate tablet programs. The role requires independent work, site visits, and strong organization to track inventory and repairs across multiple facilities.

The successful candidate will handle trouble tickets, coordinate with production for returns, and respond promptly to inmate system complaints while maintaining accurate equipment listings and documentation.

Qualifications

• Some technical experience required.
• Knowledge in the use of hand tools.
• Basic computer skills for setup/troubleshooting.
• Must have valid driver license with acceptable driving record.
• Must have a vehicle in good running condition.
• Ability to pass a thorough background checks required by ShawnTech Communications, Inc. and the client.
• Must be a self-starter that 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.

Responsibilities

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

Skills

Technical experience

Hand tools

Basic computer skills

Driver's license

Vehicle ownership

Self-starter

Communication skills

Corrections environment experience

Tools

Hand tools knowledge

Job description

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

Qualifications

• Some technical experience required
• Knowledge in the use of hand tools
• Basic computer skills for setup/troubleshooting
• Must have valid driver license with acceptable driving record
• Must have a vehicle in good running condition
• Ability to pass a thorough background checks required by ShawnTech Communications, Inc. and the client
• Must be a self-starter that 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

Supporting Competencies/Skills

Analyze Issues

Can identify situations or conditions of a problematic nature that warrant additional research or insight. Gathers the appropriate knowledge and expertise in making decisions, considers alternative solutions, bases decisions on sound logic and rationale. Escalates problems toward resolution when encountering ambiguity or uncertainty.

Build Relationships

Interacts with others in an open, friendly, accepting, and respectful manner at all times. Employee should be viewed as approachable, a team player, and show genuine interest in others and their issue at hand. Develops and maintains professional relationships with manager, peers, and all other internal and external contacts.

Champion Change

Approaches problems with curiosity, open-mindedness and anticipation. Initiates innovative ideas and solutions when the situation presents itself; stimulates creativity and innovation in others; suggests process improvement when warranted, embraces new ideas and initiatives; supports change management and is willing to embrace change management and coach others.

Coaching

Should be receptive and responsive to coaching from all members of the Team, management, peers and customers.

Drive for Results

Maintains service objectives in accordance with guidelines and service level agreements. Challenges situations and timelines where service level timelines may be in jeopardy; conveys a sense of urgency and drives issues to closure; persists in the face of obstacles; demonstrates initiative and sets high personal standards of performance; maintains a consistent, high level of productivity; is committed to the organization