Tablet Administrator - SCC - Jamestown, CA

Position Responsibilities

The Tablet Administrators will be responsible for the following:

• Manage all day to day support functions including maintenance when applicable and RMA Return Material Authorization (RMA) of the tablets and triage capable onsite repair of the tablet/s and tablet system.
• Work at the direction of the Field Service Manager (FSM) responsible for these Facilities in coordination with these Facilities in determining the Best Practices for each situation.
• Visit at least one assigned site per workday to ensure all assigned Facilities are visited once per week.
• Interact in a professional manner with customers to foster positive relationships.
• Work with GTL Field Service Manager and the production team to ensure all broken equipment is returned and received within the allotted RMA timeframes.
• Retrieve defective tablet/s and distribute spare equipment as needed at assigned Facilities.
• Check inter-office mailbox and/or inmate grievances submitted via the tablets for inmate complaints about the inmate system; research and respond to complaints in established timelines so that problems are resolved in a timely manner.
• Utilize GTLs trouble ticket database to view/maintain all assigned facility information, number of inmates, number of inmate tablets and any information that would be useful in troubleshooting inmate system issues.
• Compile and maintain ongoing tablet/onsite equipment inventory documentation with assigned facilities.
• Administer field support to GTL technical support relative to tablet testing and functionality during business hours.

Coverage

• Tablet Administrator will be available five (5) days a week, eight working (8) hours a day, during the term of this agreement. Regular working hours are Monday through Friday 8 a.m. to 5 p.m. (PST). A standard workweek is expected to be no more than 40 hours per week.
• Each Tablet Administrator will be assigned Facilities they will be responsible. A daily service plan will be developed with the Field Service Manager and will be followed, but not limited to changes agreed between GTL and customer, unless prior arrangements are made.
• Managed planned time off to ensure Tablet Administrator coverage is available to meet SLAs during absences.

Qualifications:

• High School Diploma or GED required; Industry Certificates preferred
• Successfully lead a team of 2-3 technicians across multiple site locations.
• 5 years of related telecommunications installation experience to include implementing conduits and pulling wire
• Must have basic construction and/or basic carpentry skills
• Basic understanding of Building Industry Consulting Services International (BICSI) standards
• Ability read and understand electrical blueprints
• Must have experience with basic cable and power tools
• Ability to multi-task and meet deadlines
• Self-motivated
• Basic computer skills, MS Office suite a plus
• Strong verbal and written communication skills
• Ability and willingness to travel up 85% of the time
• Valid Drivers License and a good, driving record. Position will require travel to-and-from project sites with the requirement to drive a vehicle/truck with a trailer.
• This role also has requirements that include climbing a ladder, use of an aerial lift, handling equipment, and lifting items up-to and over 50 pounds
• Strong problem-solving skills
• Must have a positive, can-do, team-oriented attitude
• Must be willing to work overtime as needed
• Open to working in a correctional environment
• Electrical experience preferred
• Able to pass an extensive criminal background check

GTL will ensure that the Tablet Administrator is extended the required training on the job functions required to perform his/her job and has all tools and materials to perform his/her position responsibilities.

Additionally, GTL will provide each Tablet Administrator with a device that will allow them to track, administer, and respond to all related tickets and RMA activities while traveling between assigned Facilities.