Flex - Agent, ESOC - Denver, CO

Blackstone Consulting•Denver, CO

About The Position

The ESOC Agent monitors security and intelligence systems to help maintain the safety and security of patients, employees, and facilities. The role responds to emergency and non-emergency situations, assesses potential threats and unusual activity, and coordinates incident responses. This is an on-call Flex position covering open ESOC Agent shifts, which may include weekday and weekend day, swing, or night shifts. The Agent monitors CCTV, intrusion detection, access control, alarms, intelligence and social media feeds, and related security technologies. The role verifies access and badge activity, provides momentary door unlocks, dispatches security personnel and resources, follows escalation protocols, and documents incidents. The Agent also serves as a primary point of contact for security communications, coordinates with internal and external stakeholders, identifies system issues, maintains records, and supports audits and after-action reviews while following organizational policies and procedures.

Requirements

High school diploma or equivalent (GED or similar).
Valid driver’s license.
At least one year of security-related experience.
Ability to pass company- or state-required training or other licensing qualifications and obtain any required state or federal licenses.
Knowledge of, or ability to learn, security operations and procedures.
Ability to communicate and operate radio, telephone, or unified communications equipment during emergencies and critical incident management situations.
Ability to interact cordially and communicate with clients, leadership, and the public.
Familiarity with security technologies such as CCTV, access control, and alarm systems.
Strong technology skills and proficiency with computers, including Microsoft Office.
Ability to work in a fast-paced, high-pressure environment with minimal supervision.
Strong problem-solving and critical-thinking skills.
Effective oral and written communication skills and active listening skills.
Ability to assess and evaluate situations, identify critical issues quickly and accurately, and maintain attention to detail.

Nice To Haves

Bachelor’s degree.
Previous dispatcher, SOC, GSOC, or relevant help desk experience in a high-volume call center and/or healthcare environment.
Law enforcement experience.
Graduate of a police or corrections academy.
Prior experience with access control systems, alarm monitoring, network video surveillance systems, telecommunications systems, and video surveillance.

Responsibilities

Monitor CCTV, intrusion detection, access control, alarms, intelligence and social media feeds, and other security systems for threats, hazards, unusual activity, or potential critical incidents.
Verify access and monitor badge activity; provide momentary door unlocks and access to points of entry.
Respond to emergency and non-emergency incidents, assess situations, and dispatch security personnel and resources as needed.
Escalate incidents to management or external authorities according to established protocols.
Document and report incidents accurately and promptly using ESOC reporting tools; maintain logs and records of incidents, communications, and actions taken.
Serve as the primary point of contact for security-related communications within the ESOC and coordinate response efforts with security teams, management, emergency services, and other stakeholders.
Use communication equipment and systems, including two-way radios, telephone systems, secure and satellite phones, paging systems, alarm receiving equipment, and computers.
Make notifications to management or designees as required by Post Orders for site incidents, emergencies, crises, and exercises.
Communicate courteously and professionally and provide exceptional customer service.
Identify and report technical issues affecting security systems to appropriate support teams, and maintain current knowledge of security systems and related technologies.
Conduct activities in compliance with organizational policies and procedures and assist with audits, after-action reviews, and continuous improvement efforts.