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Monitoring Technical Support Specialist

2 months ago

Palestine, Texas, United States The GEO Group, Inc. Full time
Job Title: Monitoring Technical Support Specialist

We are seeking a highly skilled Monitoring Technical Support Specialist to join our team at The GEO Group, Inc. This role will be responsible for providing technical support and troubleshooting for our monitoring operations.

Responsibilities:
  • Process alerts and respond to customer inquiries made by phone or email, including special accounts requiring a high level of service.
  • Accept inbound phone calls, troubleshoot, diagnose, and escalate hardware and software issues with customer equipment and software as necessary.
  • Provide advanced troubleshooting and support on customer issues with hardware and software for all monitoring operations departments.
  • 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.
  • Ability to pass a federal background check and obtain a suitability determination 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:

This role will be performed in a call center environment and may require working varying hours and days as necessary. Occasional overtime may be required.

Why Work for The GEO Group?

We believe that diversity in our workforce and the inclusion of a variety of views, perspectives, and backgrounds are integral parts of our company's success. We offer a comprehensive benefits package and competitive wages to our employees.

We believe in the three pillars of employee wellbeing: physical, emotional, and financial. With comprehensive benefits and competitive wages, we trust that you will find all the resources you need here to be successful.