Onsite Technical Support Specialist - Apdscorporate : Job Details

**Onsite Technical Support Specialist**

New York, NY / Support / Full-time **Company Description**

American Prison Data Systems (APDS) is Public Benefit Corporation (PBC) and a certified B-Corporation that provides educational software and technology to correctional facilities across the country. There are more than 2 million people incarcerated and more than 4.5 million paroled in the U.S. APDS provides tablet-based solutions for incarcerated learners and returning citizens in order to create better outcomes through individualized education, rehabilitation, and reentry programming to prepare them for a successful reentry to society. Investments in correctional education improve outcomes, reduce recidivism, and make correctional facilities safer for both staff and those who are incarcerated. APDSs business model is to never charge incarcerated individuals or their friends and families for its technology or services. Our products and services are deployed in over 90 facilities across 17 states and growing.

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**APDS Products**

APDS products consist of digital experiences and secure hardware for incarcerated learners, returning citizens and corrections staff. These products leverage digital content, learning management systems, and data analytics to produce outcomes-driven results.

**The Opportunity**

APDS is seeking individuals to support the APDS tablet program for those incarcerated by the New York City Department of Correction (DOC). The goal of the tablet program is to maximize the DOCs use and benefit from utilizing the APDS tablets and APDS platform to provide high quality programming, education, and rehabilitative services to those incarcerated by the DOC. The onsite support team is important to the DOC to provide daily technical and training support of the APDS tablets, used by incarcerated individuals, throughout the detention facilities at Rikers Island. **Role Outcomes**

+ Support the New York City Department of Correction (DOC) goal of providing an APDS tablet to every incarcerated individual to deliver digital programming and services.

+ Provide high quality technical support for the APDS tablets and users at New York City Department of Correction (DOC) by meeting and exceeding expectations for ticket response and resolution time.

+ Maximize tablet utilization and uptime for the DOC to ensure every user has access to a working tablet and the online platform.

+ Build a strong professional rapport with DOC staff as a problem-solver and partner in their work.

**Responsibilities**

+ Serve as a primary contact for customers (staff and leadership in jurisdictions) to access APDS services, training, support, and implementations

+ Provide onsite tier 1 technical support and triage of the APDS Tablet Platform:

+ Proactively identify, and address, high level, technical issues with the Support Team to reduce tablet downtime

+ Troubleshoot and resolve technical issues and escalate to tier 2 support where necessary

+ Assist NYCDOC staff in provisioning of new user accounts and tablet deployments

+ Assist program and counselor staff on how to access and administer the digital program and tools on the APDS platform

+ Ensure all digital programs are in technical working order

+ Track and log issues with tablets, including physical damage, and assess whether or not the tablet (and case) can be repaired and safely redeployed or needs to be replaced.

+ Package and ship tablets back to APDS repair center; receive into DOC inventory tablets shipped from APDS to the DOC.

+ Assist the DOC staff (internal and external) on how to use the tablets, access administrator features (e.g. content assignment, messaging and announcements, forms, etc), and how to create/distribute content.

+ Provide weekly status updates and reporting for DOC staff (internal and external).

+ Coordinate with APDS onsite and offsite staff relating to all program matters.

**Qualifications and Experience**

+ 2+ years of experience in a customer service or customer support role with strong orientation to problem solving and solution finding

+ Technical skills:

+ General technical fluency with mobile device hardware and tablet computers.

+ General technical fluency with software utilized by this role (e.g., mobile-device management systems, helpdesk ticketing systems (Jira), learning management systems, and APDS-developed systems)

+ Demonstrated ability to learn new technology and online systems.

+ Ability to configure, test and troubleshoot technical systems.

+ Outstanding general computer skills including the Microsoft suite of products and Outlook are required. Experience with web-based technology.

+ Solid written and verbal communication skills with the ability to communicate effectively and compassionately with DOC personnel, incarcerated individuals, and APDS team members:

+ Ability to communicate (verbally) in Spanish is a plus.

+ Ability to track and manage details with strong follow through.

+ Experience working in or working with incarcerated individuals and staff is a strong plus.

+ Authorized for work in the United States.

+ Authorized and approved by the DOC to work inside of the DOC correctional facilities in direct contact with individuals in DOC custody.

+ All personnel working on Rikers Island must demonstrate proof of full COVID vaccination.

+ Track record of being conscientious, reliable, and a self-starter.

+ Ability to communicate in Spanish is a plus.

+ Belief in APDSs mission to reduce recidivism and improve the life chances of incarcerated learners and returning citizens.

**Location and Travel**

+ New York City or ability to work inside of correctional facilities at Rikers Island daily.

+ Onsite support team members are expected to work at the DOC correctional facilities 5 days per week (Monday through Friday) .

**Salary and Benefits**

+ ADPS offers competitive compensation commensurate with experience and a generous benefits package.