Monitoring Technical Support Specialist Bilingual Spanish

Based in Aurora, Illinois, The GEO Group delivers critical monitoring services to agencies nationwide. The Monitoring Technical Support Specialist (bilingual English/Spanish) serves as the front line for inbound inquiries, guiding hardware and software troubleshooting, processing contract-driven alerts, and coordinating with Monitoring Operations, Monitoring Customer Service, Training, and additional teams to sustain smooth monitoring operations.

Location: Aurora, IL (onsite) • Salary: USD 19 per hour • Minimum experience: 2 years • Education: High School Diploma or GED

Responsibilities

• Accept inbound calls from contracted agency personnel.
• Process alerts in accordance with contract requirements.
• Provide timely, accurate, and effective troubleshooting for elevated hardware and software issues on customer equipment and systems.
• Serve as a liaison among Monitoring Operations, Monitoring Customer Service, Training, and other departments as needed.
• Respond to alerts and customer inquiries by phone or email, including accounts requiring a high level of service.
• Troubleshoot, diagnose, and escalate hardware and software issues with customer equipment and software.
• Deliver advanced troubleshooting and support across all monitoring operations departments.
• Communicate the status of hardware and software issues to internal departments and management.
• Recommend efficiencies or solutions for issues with hardware and software platforms.
• Explain technical troubleshooting concepts to non-technical audiences and ensure understanding.
• Perform other duties as assigned.

Requirements

• High School Diploma or GED required.
• Associates degree in Computer Science, Information Technology, or a related field, or an equivalent combination of education and experience preferred.
• At least two years of information technology support or helpdesk experience preferred.
• United States citizenship required.
• Must have resided in the U.S. for three of the last five years (military service or study abroad accepted).
• Ability to pass a federal background check and obtain a suitability determination.
• Bilingual English/Spanish language skills, both oral and written, required.
• Proficiency in Microsoft Word and Excel.
• Basic knowledge of hardware and software platforms with the ability to quickly acquire solid knowledge of the company’s electronic monitoring products.
• Intermediate IT and troubleshooting skills.
• Ability to communicate technical concepts to a non-technical audience.
• Flexibility to handle special projects and assignments.
• Self-motivated with the ability to work independently.
• Strong diagnostic, analytical, and issue-resolution abilities.
• Ability to mentor peers on technical topics.
• Ability to meet deadlines and prioritize tasks effectively.
• Proficiency with computers and the software typically used by the department.
• Ability to pass all pre-employment testing, including spelling, grammar, and typing at least 35 words per minute.
• Successful completion of customer background checks.

Technologies

• Microsoft Word
• Microsoft Excel

Benefits

• Paid Time Off
• Paid Holidays
• 401(k) Matching
• Health Insurance
• Vision Insurance
• Life Insurance
• Health Savings Account
• Tution Reimbursement
• Employee Discount
• Reduced Tuition Rates
• Disability Insurance
• Employee Assistance Program
• 401(k)
• Pet Insurance
• Dental Insurance
• Paid Training
• Flexible Spending Account

Working Conditions

• 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 to decipher color-codes on software applications.
• Repetitive use of hands and arms while using a keyboard and handling devices like an iPad.