Date Posted: 2/5/2018

Job Snapshot

Job Description

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.
Essential Duties and Responsibilitiesinclude 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:

  • 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.
  • High School Dipoloma or GED required.

Job Qualifications:

Knowledge, Skills and Abilities:

  • 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.
  • Must have a valid driver's license.
  • Must be able to obtain a Successful Suitability Determination from the Department of Homeland Security.


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


Equal Opportunity Employer