Security Operations Specialist

Armstrongs • Ogden, UT

6d • Onsite

About The Position

Under the direction of the HARP Team Supervisor, the HARP Security Specialist is responsible for protecting customers through proactive video monitoring, real-time intervention, and effective escalation of criminal and suspicious activity. The HARP Security Specialist serves as a highly trained video monitoring professional dedicated to High Value Asset and Residential Protection accounts.
This role focuses on identifying threats, preventing crime before it occurs, delivering exceptional customer experiences, and supporting law enforcement response through accurate documentation and timely communication. HARP Security Specialists work in a fast-paced environment requiring sound judgment, attention to detail, and the ability to assess risk quickly while adhering to established procedures and service standards.
The HARP Security Specialist exemplifies Becklar's mission of creating solutions for a safer world through professionalism, accountability, continual improvement, and operational excellence.

Requirements

• High School Diploma or equivalent required.
• Minimum 6 months call-center or video monitoring experience preferred.
• Demonstrated ability to make sound decisions under pressure.
• Strong written and verbal communication skills.
• Excellent customer service mindset.
• Ability to multitask effectively in a fast-paced environment.
• Strong attention to detail and situational awareness.
• Intermediate computer proficiency.
• Ability to learn and master multiple monitoring platforms.
• Must maintain a consistent and predictable schedule.
• Must be available to work weekends, holidays, and shifts as needed.

Responsibilities

• Monitor live and recorded video feeds to identify criminal, suspicious, safety, and operational events.
• Proactively intervene through audio talk-downs, access control systems, and established response procedures.
• Process alarms accurately and efficiently while meeting service level expectations.
• Assess risk and determine appropriate escalation actions based on account procedures and observed activity.
• Communicate clearly and professionally with customers, dealers, guards, law enforcement, and emergency responders.
• Manage multiple events simultaneously while maintaining attention to detail and quality standards.
• Document incidents thoroughly and accurately.
• Maintain strong situational awareness during periods of high activity.
• Demonstrate expert knowledge of HARP procedures, customer expectations, and monitoring platforms.
• Contribute to continuous improvement efforts and best practice development.
• Identify and respond to suspicious or criminal activity in real time.
• Conduct live audio interventions to deter criminal behavior.
• Escalate priority incidents to law enforcement, guards, or onsite contacts when appropriate.
• Support efforts to increase confirmed crime prevention events and arrests.
• Protect customer assets by taking prompt, effective action during active events.
• Respond promptly to video alarms and events.
• Follow all customer-specific instructions and escalation procedures.
• Maintain queue awareness and assist with priority event management during high-volume periods.
• Communicate emerging threats, trends, or account concerns to leadership.
• Identify recurring nuisance activity and recommend solutions.
• Provide exceptional service during all customer and dealer interactions.
• Support retention through professional handling of incidents and concerns.
• Assist with investigation requests, incident reviews, and account documentation.
• Act as a trusted partner to customers by ensuring their properties remain protected.
• Actively participate in coaching, training, and development initiatives.
• Share knowledge and best practices with team members.
• Assist new operators during transition and training periods as assigned.
• Promote a positive culture focused on accountability, service excellence, and teamwork.

Benefits

• Competitive compensation and opportunities to share in our success
• Comprehensive health benefit plans to support you and your wellbeing
• 401(k) retirement plan with company contribution
• Inclusive parental leave designed to support all parents and caregivers
• Wellbeing and lifestyle perks to support personal growth, connection, and balance
• Generous PTO so you can recharge, give back, and take care of what matters most

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED