Monitoring Operator

Harris County Universal Services is the enterprise IT solutions center for Harris County departments and offices, providing Information Technology, Public Safety and Justice Technologies, 311 Constituent Engagement Services, Fleet Services, and Records and Information Governance Services. Harris County is the third largest and most diverse county in the nation, with a population of more than 4.7 million and a budget exceeding $4 billion.

About the role

The Monitoring Operator responds promptly to incoming alarm signals by reviewing alarm information and following instructions within the alarm monitoring system. Processes and resolves events in compliance with established departmental policies, standard operating procedures, and response protocols. Initiates outbound calls to verify alarm activations, dispatches appropriate law enforcement or emergency response personnel, and notifies designated key-holders or responsible parties as required. Receives and responds to inbound telephone calls regarding alarm activations, alarm callbacks, system status, and related security concerns.

Responsibilities

• Monitors fire and security systems and responds appropriately to alarms, emergencies, and incoming calls.
• Maintains accurate, current, and detailed records, logs, and incident reports.
• Retrieves information and performs data entry using designated computer systems and software.
• Reviews and analyzes surveillance video to identify and document security incidents.
• May be required to work independently in a secured area for eight hours or longer, with breaks taken within hearing range of telephone and alarm monitors; may also be required to remain on-site for extended periods during emergencies.
• Assists the manager with clerical and administrative duties and provides training and guidance to less experienced coworkers.
• Performs other related duties as assigned.

Requirements

• Education: High School Diploma or GED.
• Experience: Minimum 2 years' experience as a monitoring operator, security officer, police dispatcher, or in a related public safety environment.
• Must register for and pass the HRT Clerical Skills Test with a minimum score of 80%, typing speed of 35 wpm, and 80% accuracy.
• Applicants are subject to a criminal background check including fingerprinting (required for positions with access to Criminal Justice Information Services or CJIS areas).
• Automatic disqualification criteria:
  • Convictions, probation, or deferred adjudication for any felony.
  • Convictions, probation, or deferred adjudication for any Class A misdemeanor.
  • Convictions, probation, or deferred adjudication for a Class B misdemeanor within the previous 10 years.
  • Open arrest for any criminal offense (felony or misdemeanor).
  • Family violence conviction.
• Qualifying education, experience, knowledge, and skills must be documented on the job application; “See Resume” will not be accepted.

Qualifications

• Working knowledge of security and fire alarm monitoring systems, access control systems, and related security technologies.
• Proficiency in using personal computers and Microsoft Office applications.
• Strong troubleshooting, analytical, and problem-solving skills.
• Ability to prepare grammatically correct written reports, log entries, and correspondence.
• Minimum typing speed of 35 words per minute.
• Excellent verbal and written communication and interpersonal skills, with the ability to interact professionally with personnel at all levels.
• Ability to remain calm, polite, patient, and efficient during stressful situations and emergencies.
• Ability to multitask effectively in a fast-paced, team-oriented environment.
• Ability to work independently with minimal supervision, demonstrate initiative, and assume additional responsibilities as needed.

Schedule

Location: 406 Caroline St., Houston, TX 77002

• Shift: 4:00 PM – 12:00 AM, Tuesday through Saturday (onsite, 5 days/week).
• 40 hours per week.
• Subject to early mornings, evenings, nights, weekends, and holidays as needed.
• May require more than 40 hours per week or weekend work for special projects or deadlines.

Working Environment

• Operates in a professional central station monitoring environment providing 24/7 security monitoring and alarm response.
• Routinely uses computers, telephone, security monitoring software, access control systems, and other office equipment.
• Operators must remain alert, communicate effectively, follow established procedures, and respond