Monitoring Technical Support Specialist Bilingual Spanish

BI Incorporated; Anderson (IN); On-site; USD 45,000 - 65,000; Full time

Benefits offered by this job

401(k) Matching

Health Insurance

Tuition Reimbursement

Paid Training

Employee Assistance Program

Job summary

BI Incorporated in Anderson, Indiana, is seeking a qualified individual for an IT support role requiring a High School Diploma/GED and strong bilingual communication skills in English and Spanish. Candidates must have a minimum of two years of experience in a helpdesk role and be proficient in Microsoft Word and Excel.

This position involves troubleshooting hardware and software issues, providing effective support, and communicating technical concepts to non-technical users. Employees will be part of a supportive team focused on innovative electronic monitoring solutions nationwide.

Qualifications

• Two years' experience in information technology support/helpdesk role preferred.
• Must live in the US for 3 of the last 5 years.
• Self-motivated with ability to work independently.

Responsibilities

• Accept inbound phone calls from agency personnel to process alerts.
• Troubleshoot, diagnose, and escalate hardware and software issues.
• Provide advanced support for customer issues with hardware and software.

Skills

Bilingual English/Spanish

Proficiency in Microsoft Word and Excel

Intermediate level IT and troubleshooting skills

Strong oral and written communication skills

Ability to diagnose, analyze, troubleshoot

Education

High School Diploma or GED

Job description

Benefits Information

Shifts:

Sunday - Wednesday: 08:30 PM-07:00 AM

Wednesday - Saturday: 03:00 PM-01:30 AM

Wednesday - Saturday: 08:30 PM-07:00 AM

Sunday - Thursday: 04:00 AM-12:30 PM

Tuesday - Saturday: 04:00 AM-12:30 PM

Tuesday - Saturday: 10:30 PM-07:00 AM

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

• 2 weeks vacation and 56 hours sick
• 15 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 communicates technical troubleshooting concepts to a non-technical audience and ensure understanding.
• Performs other duties as assigned.