Monitoring Technical Support Specialist Bilingual Spanish

The GEO Group is seeking a bilingual Monitoring Technical Support Specialist to join the onsite team in Anderson, IN. This role offers an hourly rate of USD 17 to 19 and a comprehensive benefits package designed to support your health, finances, and career growth. You will handle inbound calls, process alerts, and troubleshoot hardware and software for customer equipment, acting as a liaison across Monitoring Operations, Monitoring Customer Service, Training, and other departments.

Benefits

• 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

Responsibilities

• Accept inbound phone calls from contracted agency personnel
• Process alerts according to contract requirements and provide timely, accurate troubleshooting of elevated hardware and software issues with customer equipment and systems
• Serve as a liaison between Monitoring Operations, Monitoring Customer Service, Training, and other departments as required
• Process alerts and respond to customer inquiries by phone or email, including special accounts requiring a high level of service
• Accept inbound calls, troubleshoot, diagnose, and escalate hardware and software issues as necessary
• Provide advanced troubleshooting and support on customer hardware and software for all monitoring operations departments
• Communicate status updates on hardware and software issues to internal departments and management
• Recommend efficiencies or solutions for issues with hardware and software platforms
• Ability to communicate technical troubleshooting concepts to a non-technical audience and ensure understanding
• Perform other duties as assigned

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 quickly acquire solid knowledge of Company electronic monitoring products
• 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

Technologies

• Microsoft Word
• Microsoft Excel