Tablet Administrator - Mansfield/Richland

SHAWNTECH COMMUNICATIONS INC•Mansfield, OH

2d•Onsite

About The Position

The Tablet Administrator handles tablet maintenance for assigned correctional facilities, including inventory management, RMAs, repairs to deployed inmate tablets, documentation, and escalation of tablet issues. The role works largely independently under the direction of the State Manager in Service Operations and ensures that internal processes, procedures, and contractual timelines are followed. The administrator visits each assigned site once per week, evaluates reported broken tablets, processes RMAs, tracks and distributes inventory, inspects tablets, and opens trouble tickets for equipment alarms, outages, and other issues. The role also coordinates equipment returns with the production team, distributes spare equipment, performs limited tablet repairs, and maintains accurate daily records of tablets issued, in stock, or requiring repair or return. The position supports the tablet program’s day-to-day operations, including minor maintenance and checks that tablet applications function properly. The administrator reviews inmate complaints submitted through facility contacts, kites, and grievance mailboxes, researches and responds to complaints the same day they are received, or escalates them for timely resolution. The role uses a trouble-ticket database to maintain facility and equipment information useful for troubleshooting.

Requirements

Some technical experience.
Knowledge of hand tools.
Basic computer skills for setup and troubleshooting.
Valid driver's license with an acceptable driving record.
A vehicle in good running condition.
Ability to pass thorough background checks required by ShawnTech Communications, Inc. and the client.
Ability to work independently, take initiative, and follow directions.
Ability to work in a correctional environment with possible interaction with inmates.
Good communication skills and ability to work independently across multiple sites.

Responsibilities

Visit each assigned site once per week.
Evaluate reported broken tablets on-site and process them for RMA.
Track and distribute inmate tablet inventory at each assigned site.
Provide daily tablet and equipment tracking reports to the FSM.
Inspect inmate tablets and open trouble tickets for equipment alarms, outages, and other issues.
Coordinate with the production team to ensure broken equipment is returned and received within allotted timeframes.
Distribute spare equipment as needed.
Perform limited repairs or fixes on inmate tablets.
Check with facility points of contact and review kites and grievance mailboxes for inmate complaints about the inmate systems.
Research and respond to complaints the same day they are received, or escalate them to support timely resolution.
Use the trouble-ticket database to view and maintain facility information, inmate counts, tablet counts, and other troubleshooting information.
Manage day-to-day tablet program support, including minor tablet maintenance and checking that applications function properly.
Maintain an accurate daily listing of tablets issued, on the shelf, requiring repair, and awaiting return.
Perform other related duties as assigned.