Monitoring Technical Support Specialist

The GEO Group Australia Pty Ltd.; Anderson (IN); On-site; USD 52,000 - 68,000; Full time

Benefits offered by this job

401(k) Matching

Health Insurance

Vision Insurance

Life Insurance

Health Savings Account

Tuition Reimbursement

Employee Discount

Reduced Tuition Rates

Disability Insurance

Employee Assistance Program

Pet Insurance

Dental Insurance

Paid Training

Flexible Spending Account

Job summary

BI, a leading technology company based in Boulder, Colorado, is seeking an IT Help Desk professional to provide frontline support for government and agency customers. You will diagnose hardware and software issues, respond to inquiries via phone or email, and collaborate with multiple departments to ensure timely resolutions.

The role requires bilingual English/Spanish capabilities, strong communication skills, and the ability to work in a dynamic, surface-level IT environment.

Qualifications

• High School Diploma or GED required.
• 2+ years in IT support/helpdesk preferred.
• Bilingual English/Spanish required.
• US citizenship required.

Responsibilities

• Accept inbound calls and emails from contracted personnel.
• Troubleshoot and resolve hardware and software issues.
• Escalate issues as needed and communicate status to customers.
• Coordinate with Monitoring Operations and other departments as required.
• Provide technical mentoring to peers when needed.
• Meet deadlines and prioritize tasks effectively.
• Work with standard department software and tools.

Skills

IT support

Helpdesk

Bilingual English/Spanish

Communication

Education

High School Diploma or GED

Tools

Microsoft Word

Microsoft Excel

Job description

Benefits Information

Shift: Sunday - Wednesday: 6:00 PM to 4:30 AM

Full‑time employees will enjoy a competitive benefits package with options for you and your family including:

• 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

The compensation and benefits information is accurate as of the date of this posting. The Company reserves the right to modify this information at any time, with or without notice, subject to applicable law.

Equal Opportunity Employer

Overview

BI is one of the leading technology companies in Boulder, Colorado and the largest provider of innovative electronic monitoring solutions in the United States. We excel at proving technological solutions to over 1,000 agencies nationwide and allowing those agencies to fulfill their missions without worrying about the technical complexities.

Qualifications

Minimum Requirements:

• High School Diploma or GED required.
• At least two (2) years’ experience in an information technology support/helpdesk role preferred.
• Bilingual English/Spanish required.
• United States citizenship required.
• Must live in the US 3 of the last 5 years (military and study abroad included)
• 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.
• Strong oral and written communication skills in both English and Spanish.
• 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.

Working Conditions: Encountered on a regular basis as part of the work this job performs.

• Call center environment.
• Ability to work varying hours and days as necessary.
• May be requested to provide coverage outside of scheduled hours.
• Occasional overtime may be required.

Responsibilities

Summary: Accepts inbound phone calls from contracted agency personnel. Processes alerts according to contract requirements and provides timely, accurate and effective troubleshooting of elevated hardware and software issues with customer equipment and systems. Acts as a liaison between Monitoring Operations, Monitoring Customer Service, Training, and other departments as required.

Primary Duties and Responsibilities:

• Processes alerts and responds to customer inquiries made by phone or email including special accounts requiring a high level of service.
• Accepts inbound phone calls, troubleshoots, diagnoses and escalates hardware and software issues with customer equipment and software 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 on.
• Recommends efficiencies and/or solutions for issues with hardware and software platforms.
• Ability to communicate technical troubleshooting concepts to a non-technical audience and ensure understanding.
• Performs other duties as assigned.