Tablet Administrator

Position Description: 

The Tablet Administrator (TA) position is a non-exempt position, tasked with maintaining inmate computer tablets at Maryland State Correctional Facilities.

Important Note about this Position:

Tablet Administrator will be responsible for providing technical tablet support to inmates 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.

Essential Duties and Responsibilities:

• Remotely troubleshoot tablets and initiate trouble tickets for any issues as needed.
• Follow the direction of the Field Service Manager (FSM), in coordination with the leadership at each facility, to determine the best practices for each situation.
• Occasionally visit worksites, as needed, and as directed by supervisor/FSM.
• Manage day-to-day support functions of inmate tablets including, but not limited to, tablet and systems maintenance and repairs, and facilitate return of broken/damaged tablets, when necessary.
• Work through trouble resolution protocols, following guidelines provided for Tablet Resolution, before recommending the need to replace tablet(s) under RMA protocol.
• Work with the field service team to ensure all broken equipment is returned and received within the allotted timeframes.
• Utilize trouble ticket database to view/maintain all facility information, number of inmates, number of inmate tablets, and other information related to troubleshooting inmate system issues.
• Document work and repair notes on a daily basis, thoroughly updating and editing ticketing system on a daily basis.

Qualifications:

• 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.

Education and/or Experience:

• High school diploma or equivalent required; advanced degree a plus
• Minimum two years of related experience.
• Experience working in a fast-paced environment with competing deadlines and priorities.
• Strong written and oral communication skills.
• Must have strong attention to detail and record keeping skills.
• Ability to write reports and/or procedure manuals, as needed.
• Proficient in basic network troubleshooting. The ability to identify network components is a plus.

Physical Demands: 

• Regularly required to talk, hear, sit, and use hands to finger, handle, and feel. Also required to stand, walk, and reach with arms and hands. Specific vision abilities required by this job include close vision and distance vision.

Work Environment:

• May occasionally work directly with prisoners, sometimes in an open environment.
• Must be able to appropriately contend with the protocols related to entering a secure correctional facility.
• Noise level in the work environment is usually moderate.

Language Skills: 

• Good verbal and written communications skills (English). Ability to read, interpret, and understand general business policies/practices and government regulations/polices. Bilingual (English/Spanish) a plus.                     

Mathematical Skills:  

• Ability to perform basic math functions.

Supervisory Responsibilities:             

• No supervisory duties.