Security Operations Specialist I
About The Position
The Security Operations Specialist I works under the direction of the Supervisor-Physical Security or designee in City Utilities’ Physical Security Program Security Operations Center. The role follows a detect, assess, and communicate principle to safeguard critical infrastructure while providing customer service to employees, contractors, visitors, customers, and the public. It monitors reports and information from personnel, technology, and electronic security systems to identify and escalate incidents, and directs, dispatches, and operates technology resources in response to service calls and emergencies. The position is primarily performed in an office environment and involves rotating 10-hour overnight shifts. The employee must also be able to work evenings, weekends, and holidays, and may need to cover additional shifts to support team operations.
Requirements
- High school graduate or equivalent.
- Two years of recent experience in a high-volume communication center, customer service support center, or related frontline public safety or military service.
- NIMS/ICS IS-100, IS-200, IS-700, and IS-800 certifications, or the ability to obtain them within six months of employment.
- Obtain International Foundation for Protection Officers (IFPO) Initial Security Officer (ISOP) certification within six months of appointment.
- Excellent telephone and interpersonal communication skills.
- Ability to demonstrate a customer-focused orientation and project a positive image of the Utility.
- Ability to maintain composure and sound judgment during high-risk, low-frequency incidents and sustained high call or alarm volumes.
- Ability to maintain professional control of calls, radio traffic, and incident processing, and to gather, verify, and relay information accurately according to established protocols.
- Ability to effectively use digital tools and platforms, including Microsoft Office Suite, enterprise software, artificial intelligence-enhanced applications, and self-service systems, and to learn and adapt to emerging technologies.
- Ability to adhere to company policies and demonstrate excellent decision-making, problem-solving, and critical thinking skills.
- Ability to work successfully with diverse groups, remain alert and aware of surroundings, and respond to changing circumstances in a timely manner.
- Ability to work shifts including evenings, weekends, and holidays, and to cover additional shifts as needed.
- Ability to express and exchange ideas orally and receive detailed information through oral communication.
- Ability to perform substantial wrist, hand, and finger movements and use close visual acuity to operate a computer; bending, stooping, and occasional lifting of 25 pounds may be required.
Nice To Haves
- Prior experience in a Public Safety Answering Point or Security Operations Center.
Responsibilities
- Provide customer service to employees, contractors, visitors, customers, and the public.
- Serve as the primary point of contact for reports of physical security, life safety, and other all-hazard incidents, notifications, and alarms.
- Detect, assess, analyze, document, and communicate incidents and suspicious or unusual conditions using a physical security information management system; identify potential cascading effects and escalate incidents or issue mass notifications as needed.
- Receive, identify, document, and report damaged property or equipment malfunctions to appropriate personnel.
- Coordinate responses to security events and alarms with the guard force, Corporate Security Officers, City Utilities personnel, and outside responders.
- Operate radio communications equipment and networks to relay information, coordinate responses, and maintain contact with field personnel and the contracted guard force.
- Process access requests, issue identification badges, and maintain accurate physical access control system records.
- Perform other duties as assigned by management.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
