HMS Operator I

Minuteman is searching for Part-Time or Full-Time HMS Operators for our Hamilton, NY office. Shift schedules are variable and may include hours through first, second, or third shift to support our round-the-clock operations.

About the role

As an HMS Operator I, you will be on the front line of monitoring and supporting our customers’ security systems. This entry-level role is critical to ensuring safety, reliability, and rapid response across video surveillance, access control, intrusion, and other integrated security platforms. Working in our 24/7 Security Operations Center (SOC), you will gain hands-on experience with cutting-edge technology while delivering exceptional customer service.

Responsibilities

• Monitoring video surveillance, access control, and alarm systems to detect and respond to security events.
• Following standard operating procedures to assess incidents, escalate issues, and dispatch service when needed.
• Documenting and tracking all alerts, incidents, and responses in SOC systems.
• Supporting customers by phone and email, providing timely updates and clear communication.
• Collaborating with service technicians, field teams, and management to ensure resolution of security issues.
• Performing routine system checks to ensure platforms are functioning properly.
• Assisting with report preparation and providing data for audits or customer requests.
• Participating in ongoing SOC training to stay current with security technologies and best practices.
• Perform other job-related duties as assigned.

Own It: Focus on excellence in everything you do and each interaction you have with all clients

Learn: Absorb the training. Make yourself an expert on our portfolio of solutions

Represent: Always understand that you are the face of the company to our customers

Diversity: Every project and service call are different so you must enjoy variety in your workday

Work as One Team: Work closely with Minuteman’s sales, management, and operations teams to best serve our customers

Find a way: Turn challenges into opportunities

Play To Win.

Requirements

• A sense of humor, creativity, and positive attitude
• Detail-oriented and able to remain focused in a fast-paced, 24/7 environment.
• Strong problem-solving skills and follow processes carefully to ensure accurate responses.
• Excellent communicator who can provide clear, calm, and professional support to customers.
• Comfortable with technology and eager to learn new security platforms and monitoring tools.
• Reliable team player who understands the importance of accountability in a security role.
• Composed under pressure and able to handle incidents with professionalism.
• Prior help desk or technical support experience preferred.

Pay

The base pay range for this role is $20.25 - $30.00 hourly. This position may have overtime available. Wage may vary based on location, skills, and experience and may vary from the amounts listed above. This position may also be eligible for a variable bonus in addition to base wage as well as health coverage, paid holidays, and other benefits.