Tablet Administrator - London/Madison

About the role

Under the direction of the State manager in service operations, the Tablet Administrator works largely independently to handle all tablet maintenance duties for assigned correctional facilities. This position ensures all internal processes, procedures, and contractual timelines are followed.

Responsibilities

• Visit assigned sites once per workday to ensure each site is visited weekly.
• Evaluate reported broken tablets on-site, process for RMA, track inventory, and distribute inmate tablets.
• Provide daily tablet and equipment tracking reports to the Facility Service Manager (FSM).
• Inspect all inmate tablets and open trouble tickets for issues such as equipment alarms or outages.
• Work with the production team to ensure broken equipment is returned and received within allotted timeframes.
• Distribute spare equipment as needed and perform limited repairs on inmates’ tablets.
• Monitor point of contact, kites, and grievances mailbox for inmate complaints; research and respond the same day or escalate for timely resolution.
• Utilize the trouble ticket database to maintain facility information, including inmate counts, tablet inventory, and troubleshooting data.
• Manage day-to-day support functions for the tablet program, including minor maintenance, application functionality, and accurate daily tracking of issued, shelved, and repair-required tablets.
• Other related duties as assigned.

Requirements

• Some technical experience required.
• Knowledge in the use of hand tools.
• Basic computer skills for setup and troubleshooting.
• Valid driver’s license with an acceptable driving record.
• Vehicle in good running condition.
• Ability to pass thorough background checks required by ShawnTech Communications, Inc. and the client.
• Self-starter who can work independently and follow directions.
• Ability to work in a correctional environment with possible interaction with inmates.
• Good communication skills; able to work independently across multiple sites.

Skills

• Analyze Issues: Identifies problematic situations, gathers expertise, considers alternative solutions, and bases decisions on logic. Escalates problems when encountering ambiguity.
• Build Relationships: Interacts openly and respectfully, viewed as approachable and a team player. Develops professional relationships with managers, peers, and external contacts.
• Champion Change: Approaches problems with curiosity and open-mindedness. Initiates innovative solutions, suggests process improvements, and supports change management.
• Coaching: Receptive and responsive to coaching from team members, management, peers, and customers.
• Drive for Results: Maintains service objectives per guidelines and SLAs. Conveys urgency, drives issues to closure, and persists despite obstacles. Demonstrates high productivity and commitment to the organization.