Security Operations Analyst (85566)

Primary Responsibilities

• Serve as a primary point of contact for high-volume inbound and outbound calls, providing professional, courteous, and solution-oriented customer service.
• Receive, triage, and respond to inbound calls from employees, security personnel, vendors, and the public regarding security concerns, access issues, alarms, and general inquiries.
• Initiate outbound calls to notify site personnel, management, security officers, and emergency responders regarding incidents, alarms, or required follow-up actions.
• Perform site access control functions to prevent the loss of equipment, materials, and company assets.
• Conduct Alarm Station duties, ensuring effective response to both emergency and non-emergency situations.
• Monitor, acknowledge, and respond to alarm events, ensuring proper escalation and timely resolution.
• Make timely notifications to off-site emergency responders and site management in the event of fire, medical emergencies, or other incidents not covered by established site Emergency Plans.
• Interface with local law enforcement and emergency responders as necessary to support loss prevention and incident resolution.
• Protect employees, customers, and visitors from workplace violence, identity theft, and other criminal or disruptive activities.
• Monitor security applications, triage alerts, and escalate incidents in accordance with established procedures.
• Investigate and coordinate resolution of security incidents to contain and mitigate threats as safely and efficiently as possible.
• Accurately document all calls, alarms, incidents, and actions taken in reports, logs, and security systems.
• Prepare clear, concise, and professional written reports related to alarms, incidents, investigations, and operational activities.
• Utilize multiple security systems, software applications, and communication tools simultaneously while maintaining attention to detail.
• Provide consistent, professional service while maintaining confidentiality and compliance with ESOC and SCE policies.
• Support supervisors and management by providing timely and accurate information during routine operations and critical incidents.

Qualifications

• Preferred candidate has an honorable military discharge, an AA degree, or 2–3 years of experience in a command center, security dispatch, call center, or similar environment.
• Experience working in a command-and-control, alarm monitoring, dispatch, or customer service call center environment preferred.
• Understanding of security operations; FEMA ICS / Watch Officer training a plus.
• Demonstrated interest in security, emergency management, or law enforcement work preferred.
• Strong customer service orientation with the ability to professionally handle difficult or high-stress calls.
• Excellent written and verbal communication skills.
• Strong interpersonal, organizational, and time-management skills.
• Ability to multitask, prioritize, and remain calm in a fast-paced, sometimes stressful environment.
• Proficient with MS Office Suite and related applications (Excel, Access, SharePoint, etc.).
• Dependable team player with maturity, professionalism, and a positive attitude toward problem-solving.
• Ability to independently develop clear, accurate, and detailed reports.
• Basic computer literacy with a minimum typing speed of 40 WPM.
• Must be flexible with scheduling, including weekends, nights, and holidays as required.