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The Geo Group


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Jobing Description

Job Description

Bilingual (Spanish/English), sign on bonus of $2,500.00!

Full time positions at our Anderson, IN Call Center.

BI is the U.S. leader for offender monitoring products and services that help federal, state, and local agencies monitor parolees, probationers, pretrial defendants, and illegal aliens involved in the U.S. immigration court process as they live in the community. 

Accepts inbound phone calls from contracted criminal justice 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.
Essential Duties and Responsibilities include the following.  Other duties may be assigned.

  • 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.  

Job Requirements

Education or Formal Training:

  • HS diploma or GED required.
  • Associates Degree in Computer Science, Information Technology or related field, or two to three years related experience and/or training or equivalent combination of education and experience preferred.
  • 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.
  • Must possess a valid driver's license.
  • Ability to obtain a Favorable Suitability Determination from the Department of Homeland Securtiy.
  • Must be a US Citizen.


  • 2 years' experience in an information technology support/helpdesk role preferred. 


Equal Opportunity Employer

Skills / Requirements

Important Notes