Monitoring Technical Support Specialist Bilingual Spanish

BI Incorporated; Aurora (IL); On-site; USD 52,000 - 68,000; Full time

Benefits offered by this job

Health Insurance

Vision Insurance

Life Insurance

401(k) Matching

Paid Training

Employee Assistance Program

Dental Insurance

Flexible Spending Account

Tuition Reimbursement

Employee Discount

Job summary

BI Incorporated is seeking an IT Helpdesk/Support professional to assist contracted agencies with hardware and software issues, handling alerts and inquiries via phone or email. The role emphasizes clear communication, fast resolution, and cross-team coordination.

Required are 2+ years in IT support, US citizenship, bilingual English/Spanish abilities, and proficiency with Word/Excel. On-site work with standard office tools, after-hours coverage may be needed.

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 receive client's approval to work on contract required.
• Proficiency in Microsoft Word and Excel.
• Basic knowledge of hardware and software platforms and the ability to acquire solid knowledge of Company products quickly.
• Intermediate IT and troubleshooting skills.
• Ability to communicate technical concepts to a non-technical audience.

Responsibilities

• Processes alerts and responds to customer inquiries by phone or email.
• Troubleshoots, diagnoses and escalates hardware and software issues with customer equipment.
• Provides advanced troubleshooting and support on hardware and software for monitoring operations.
• Communicates status of issues to internal departments and management.
• Recommends efficiencies and solutions for hardware and software platforms.
• Communicates technical troubleshooting concepts to non-technical audiences.

Skills

Bilingual English/Spanish

Microsoft Word

Microsoft Excel

IT troubleshooting

Customer service

Education

High School Diploma or GED

Tools

Microsoft Office Suite

Job description

Benefits Information

Shifts

Tuesday - Saturday: 9:30 PM to 6:00 AM

Tuesday - Saturday: 10:30 PM to 7:00 AM

Sunday-Tuesday and Thursday, Friday: 4:00 AM to 12:30 PM

10 hour shift - Sunday-Tuesday and Friday: 9:00 AM to 7:30 PM

10 hour shift - Sunday - Wednesday - 7:30 PM to 6:00 AM

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

• * 40 hours vacation (80 after 1 year) 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.
• United States citizenship required.
• Must live in the U.S. 3 of the last 5 years (military and study abroad accepted).
• Ability to receive client's approval to work on contract required.
• 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.

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

• Typical office environment.
• May be requested to provide coverage after regularly scheduled work hours.
• Use of standard office equipment such as copier, computer, keyboard, telephone, fax and mobile devices.
• Close vision and the ability to identify and distinguish colors in order to decipher color-codes on software applications.
• Repetitive use of hands and arms working with computer keyboard, telephone and other mobile devices, such as an iPad.

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.
• 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.