Bilingual Monitoring & IT Support Specialist

BI Incorporated; Aurora (IL); On-site; USD 40,000 - 60,000; Full time

Benefits offered by this job

Paid Time Off

Paid Holidays

401(k) Matching

Health Insurance

Vision Insurance

Life Insurance

Health Savings Account

Tuition Reimbursement

Employee Discount

Reduced Tuition Rates

Disability Insurance

Employee Assistance Program

401(k)

Pet Insurance

Dental Insurance

Paid Training

Flexible Spending Account

Job summary

BI Incorporated in the United States is seeking an IT Helpdesk Specialist to provide first-line support for monitoring systems and customer equipment.

You will troubleshoot hardware and software, assist contracted agencies, and coordinate with Monitoring Operations and Training to resolve issues quickly. The role requires clear communication, bilingual English/Spanish skills, and the ability to work independently in a fast-paced office environment.

Qualifications

• High School Diploma or GED required.
• At least two years' experience in an information technology support/helpdesk role preferred.
• United States citizenship required.
• Must live in the U.S. 3 of the last 5 years (military and study abroad accepted).
• Ability to pass a federal background check and obtain a suitability determination.
• Bilingual (English/Spanish) language skills oral and written, required.
• Proficiency in Microsoft Word and Excel.
• Basic knowledge of hardware and software platforms and the ability to acquire solid knowledge of Company electronic monitoring products quickly.
• Intermediate level IT and troubleshooting skills.
• Ability to communicate technical concepts to a non-technical audience.
• Flexibility in handling special projects and assignments.
• Must be self-motivated with the ability to work independently.
• Strong ability to diagnose, analyze, troubleshoot and resolve technical issues.
• Ability to provide technical mentoring to peers.
• Ability to meet deadlines and prioritize appropriately.
• Ability to work with computers and the necessary software typically used by the department.
• Ability to pass all pre-employment testing to include spelling, grammar and typing of at least 35 words per minute.
• Successful completion of customer background check.
• Ability to work with computers and the necessary software typically used by the department.

Responsibilities

• Processes alerts and responds to customer inquiries by phone or email.
• Accepts inbound calls, troubleshoots, diagnoses and escalates hardware and software issues as necessary.
• Provides advanced troubleshooting and support on customer issues with hardware and software for all monitoring operations departments.
• Provides communication to internal departments and management on the status of hardware and software issues being worked.
• Recommends efficiencies and/or solutions for issues with hardware and software platforms.
• Ability to communicates technical troubleshooting concepts to a non-technical audience and ensure understanding.
• Performs other duties as assigned.

Skills

Bilingual (English/Spanish)

Troubleshooting

Independent worker

Time management

Education

High School Diploma or GED

Tools

Microsoft Word

Microsoft Excel

Job description

BI Incorporated in the United States is seeking an IT Helpdesk Specialist to provide first-line support for monitoring systems and customer equipment.

You will troubleshoot hardware and software, assist contracted agencies, and coordinate with Monitoring Operations and Training to resolve issues quickly. The role requires clear communication, bilingual English/Spanish skills, and the ability to work independently in a fast-paced office environment.