Flex - Agent, ESOC - Denver, CO

Blackstone Consulting, Inc.•Denver, CO

About The Position

The Enterprise Security Operations Center (ESOC) Agent helps maintain the safety and security of patients, employees, and facilities. The Agent monitors security and intelligence systems to detect, assess, and respond to emergency and non-emergency situations. The role requires organization, attention to detail, strong communication, and sound decision-making in high-pressure environments. This is an on-call flex position covering open ESOC Agent shifts. Shifts may include day, swing, or night shifts on weekdays and weekends. The listed pay is $37.27. The Agent monitors security systems and intelligence feeds, assesses potential incidents, dispatches security resources, and communicates with internal and external stakeholders. The role also includes maintaining system operations, documenting incidents and communications, following organizational procedures, and supporting audits and after-action reviews.

Requirements

High school diploma or equivalent, such as a GED.
Valid driver's license.
At least one year of security-related experience.
Experience with security systems, including access control, alarm monitoring, network video surveillance, telecommunications, and video surveillance.
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 or telephone equipment and unified communications platforms during emergencies and critical incidents under pressure.
Ability to interact cordially and communicate with clients, leadership, and the public.
Familiarity with security technologies such as CCTV, access control, and alarm systems, and strong technology skills.
Ability to work in a fast-paced, high-pressure environment with minimal supervision.
Strong problem-solving and critical-thinking skills.
Proficient computer skills, including Microsoft Office.
Effective oral and written communication skills.
Active listening skills.
Ability to assess and evaluate situations effectively and identify critical issues quickly and accurately.
Attention to detail.
Availability to cover open shifts on an on-call basis, including weekday and weekend day, swing, or night shifts.

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.
Graduation from a police or corrections academy.

Responsibilities

Monitor CCTV, intrusion detection, access control, alarm, intelligence, social media, and other security systems and feeds.
Detect and assess potential threats, hazards, unusual activity, and potential critical incidents.
Verify access and monitor badge activity; provide momentary door unlocks and access to entry points.
Respond to emergency and non-emergency incidents and make accurate assessments.
Dispatch security personnel and resources as needed, and escalate incidents according to established protocols.
Document and report incidents accurately and promptly using ESOC reporting tools.
Serve as the primary point of contact for security-related communications within the ESOC.
Use communication equipment and systems, including two-way radios, telephone and secure phone systems, satellite phones, paging systems, alarm receiving equipment, and computers.
Coordinate response efforts with security teams, management, emergency services, and other stakeholders; maintain clear communication during incidents.
Make required notifications to management or designees according to Post Orders for site incidents, emergencies, crises, and exercises.
Provide courteous and professional customer service through email, phone, and radio communications.
Identify and report technical issues to support teams and maintain up-to-date knowledge of security systems and technologies.
Conduct activities in compliance with organizational policies and procedures.
Maintain accurate logs and records of incidents, communications, and actions taken.
Assist with audits, after-action reviews, and continuous improvement efforts.