Central Technology Center - 3rd Shift Operator, Full-Time

About the role

Our Security Officers protect the Industrial or Commercial property of our clients against fire, vandalism, and illegal entry. Clients range from Class-A Office Buildings, Luxury Residential Properties, Distilleries, Fortune 500 Companies, Financial Institutions, Telecommunications, Manufacturing/Industrial Factories, Hospitals, and many others. The successful candidate will be a problem solver, possess critical thinking skills, and be detail-oriented.

The CTC Operator 1 will monitor cameras and alarms, dispatch associated calls via telephone and radio, and provide general assistance to both employees and guests. This position is responsible for answering routine and emergency calls, monitoring alarms and video equipment (including video alarms, door alarms, and duress alarms), and coordinating responses to life safety incidents such as medical emergencies, natural disasters, and security threats.

Responsibilities

• Monitor various tools to assist in identifying threats and/or risks to the organization.
• Coordinate response to life safety incidents (medical, safety, natural disasters, etc.) and dispatch security officers, CRT, facilities, police, fire, and EMS personnel as required via telephone, radio, and/or software systems.
• Maintain various records of communications and events.
• Manage and handle situations of a sensitive nature while maintaining confidentiality and information security practices (e.g., personnel issues, investigations, public relations incidents).
• Conduct investigative video reviews and report findings; assist in investigations and update requestors promptly.
• Properly document all reported incidents, notifying appropriate parties for information, escalation, or other required actions.
• Ensure all systems within the CTC are functioning properly and report deficiencies as necessary.
• Coordinate the response of on-site security personnel utilizing surveillance tools equipped with intrusion detection to identify individuals in restricted areas.
• Proactively monitor developments of extreme or adverse atmospheric conditions (e.g., hurricanes, tornadoes, floods) that can cause damage, disruption, or threats to life and property.
• Promptly collect real-time information during ongoing police or fire emergencies near an asset and alert relevant offices or employees.
• Maintain situational awareness during planned and unplanned civil demonstrations near assets, identifying signs of unruly behavior or clashes with external security forces using news sources and subscribed intelligence tools.
• Manage and prioritize employee security concerns through email, phone, and internal messaging platforms to ensure efficient support and resolution.
• Troubleshoot CCTV, Physical Access Control, and various Security Software Platforms utilized by the organization.
• Conduct routine alarm testing and remote audits.
• Maintain daily logs and prepare and provide reports as required.
• Analyze problems, identify causes, and implement results-oriented solutions.

Requirements

• High School diploma or General Education Degree (GED).
• Minimum of 18 years of age.
• Ability to pass a criminal background check and drug test.
• Minimum of 1 year of customer service experience.
• Preferred: 1+ years of experience in a physical Security Operations Center (SOC), GSOC, or experience in security and/or law enforcement positions or dispatch centers.
• Requires a year of related experience in any of the following: crisis management, physical security, critical infrastructure protection, risk controls, or loss prevention.
• Experience in alarm monitoring.
• Working knowledge of mass notification tools.
• Ability to rapidly analyze large amounts of information while maintaining composure during high-stress circumstances.
• Prepared to work in a 24/7 operations center on a designated shift with flexibility to cover extra hours as needed.
• Associate's and/or Bachelor's Degree preferred in Security Management, Criminal Justice, Emergency Management, Homeland Security, or related field.
• Prior camera and/or alarm integrator experience is a plus.
• Tennessee Alarm Monitoring License or the ability to obtain.

Skills

• Detail-oriented, organized, and able to multitask in a fast-paced, deadline-oriented environment.
• Strong problem-solving skills and ability to implement results-oriented solutions.
• Excellent organizational and time management skills.
• Strong computer skills with high proficiency in Microsoft Workspace and ability to find information quickly.
• Professional demeanor with excellent customer service skills.
• Ability to work independently and as a team player.
• Excellent verbal and written communication skills in English; fluency in other languages is a plus.
• Ability to type at least 45 wpm.
• Proficient in Microsoft Windows 10 and Microsoft Office Products, including Outlook.
• Ability to read, comprehend, and write simple correspondence in English.
• Ability to effectively present information in one-on-one and small group situations.
• Basic mathematical skills (addition, subtraction, multiplication, division).
• Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
• Valid Driver’s License.

Competencies

• Problem Solving: Identifies and resolves problems promptly; gathers and analyzes information skillfully; develops alternative solutions; works well in group problem-solving situations; uses reason even when dealing with emotional topics.
• Technical Skills: Assesses own strengths and weaknesses; pursues training and development opportunities; strives to continuously build knowledge and skills; shares expertise with others.
• Customer Service: Manages difficult or emotional customer situations; responds promptly to customer needs; solicits customer feedback to improve service; meets commitments.
• Interpersonal Skills: Focuses on solving conflict, not blaming; maintains confidentiality; listens to others without interrupting; keeps emotions under control; remains open to others' ideas.
• Oral Communication: Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions; participates in meetings.
• Written Communication: Writes clearly and informatively; edits work for spelling and grammar; varies writing style to meet needs; presents numerical data effectively.
• Diversity: Demonstrates knowledge of EEO policy; shows respect and sensitivity for cultural differences; promotes a harassment-free environment.
• Ethics: Treats people with respect; keeps commitments; inspires trust; works with integrity and upholds organizational values.
• Organizational Support: Follows policies and procedures; completes administrative tasks correctly and on time; supports organizational goals and values.
• Judgement: Displays willingness to make decisions; exhibits sound and accurate judgement; supports reasoning for decisions; includes appropriate people in decision-making.
• Professionalism: Tactfully approaches others; reacts well under pressure; treats others with respect regardless of status; accepts responsibility for own actions.
• Quality: Demonstrates accuracy and thoroughness; looks for ways to improve and promote quality; applies feedback to improve performance.
• Safety and Security: Observes safety and security procedures; determines appropriate action beyond guidelines; reports potentially unsafe conditions.
• Adaptability: Adapts to changes in the work environment; manages competing demands; changes approach to fit the situation; deals with frequent change or unexpected events.
• Attendance/Punctuality: Consistently at work and on time; ensures work responsibilities are covered when absent; arrives at meetings and appointments on time.
• Dependability: Follows instructions; responds to management direction; takes responsibility for own actions; keeps commitments; completes tasks on time.

Physical Demands

• Regularly required to talk or hear.
• Frequently required to stand, walk, sit, and use hands to finger, handle, or feel.
• Occasionally required to reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl.
• Occasionally lift and/or move up to 25 pounds.
• Specific vision abilities required include close vision, distance vision, depth perception, ability to adjust focus, and ability to see and distinguish basic colors.
• Position requires sitting and screen exposure for extended periods.

Work Environment

The noise level in the work environment is usually moderate.