Tablet Administrator - London/Madison

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 escalate 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