Field Support Technician

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 ticketsfor any issues(equipment alarms, outages, etc.).
• Work with production team to ensure all broken equipment is returned and received within allotted time frames.
• Distribute spare equipment as needed.
• Perform limited repair/fix on inmates’ tablets.
• Check with point of contact and kites and grievances mailboxfor 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 accuratelisting 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 thoroughbackground checks required by 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

This role is on-site at London and Madison Correctional Institutions and requires interaction with inmates.

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 solutionswhen the situationpresents 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 membersof 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