Security Operation Center Operator - 2nd Shift

About the Role

The Security Operations Center Operator operates the telecommunications, alarm monitoring, closed circuit television (CCTV), access control, and life safety systems for all GuideWell properties. This role serves as the intermediary between emergency situations and emergency response personnel, conveying information to ensure appropriate response to observed conditions.

Responsibilities

• Operate telecommunications, alarm monitoring, CCTV, access control, and life safety systems for all GuideWell properties.
• Receive information via multiple communications or monitoring systems, evaluate situations, and initiate appropriate responses, including dispatching Security Officers, police, fire, and rescue agencies.
• Monitor access control, CCTV, life safety systems, network-wide points of access, and emergency intercom systems for state changes and respond accordingly.
• Monitor access control user activity for policy violations, document infractions, and notify management as required.
• Maintain up-to-date knowledge of department policies, procedures, emergency response guidelines, and best practices to direct calls for service appropriately.
• Serve as the intermediary between emergency situations and emergency response personnel.
• Coordinate communications during natural or man-made disasters, power loss, fire, or any critical incident affecting GuideWell.
• Support Facilities Services help desk by answering after-hours calls, logging work orders, and dispatching accordingly.
• Monitor local, national, and international events that may impact GuideWell sites and associates, reporting events to management.
• Disable access badges after hours on request to prevent unauthorized access.
• Administer password profiles for visitor management, access control, and CCTV systems.
• Administer the lost and found program.
• Create, issue, and approve visitor badge/credential access as appropriate.
• Retain documentation required for access audits.

Requirements

• 4+ years of related work experience in customer service with strong attention to detail while working in multiple computer systems.
• High school diploma or GED.
• First Aid/CPR Certification or willingness to obtain within 1 year of accepting the position.
• Willingness to work in a security console environment (confined, windowless control room for entire shift).
• Strong written and verbal communication skills.

Schedule

• 2nd shift: 3 PM – 11 PM with a rotating schedule, including weekends per month.
• Additional days off during the week will be offered instead of weekend shifts.
• Requires working rotating weekends and holidays on a regular basis, as well as on-call additional weekends on a rotational basis.

Preferred Qualifications

• Associate degree, particularly in a computer-related field.
• Certified First Aid/CPR training.
• Previous Security Console Operator experience within a corporate environment.
• Experience in a 911 call center.

Physical Demands

• Sedentary work: Exerting up to 10 pounds of force occasionally to move objects.
• Must be able to travel to multiple locations for work (e.g., meetings, events, conferences).
• Occasionally exposed to outdoor weather conditions (cold, heat, wet, humidity).
• Occasionally must ascend and descend ladders, stairs, or other equipment.

Benefits

• Medical, dental, vision, life, and global travel health insurance.
• Income protection benefits: life insurance, short- and long-term disability programs.
• Leave programs to support personal circumstances.
• Retirement Savings Plan including employer match.
• Paid time off, volunteer time off, 10 holidays, and 2 well-being days.
• Additional voluntary benefits available.
• Comprehensive wellness program.

Pay

Hourly Pay Range: $22 - $36

Typical Hourly Pay Range: $22 - $27

Final pay will be determined based on market competitiveness, internal equity, and job-related knowledge, skills, training, and experience.