Command Center Operator

Command Center Operator 

Location: Billerica, MA

Shift(s): *Multiple shifts available, please discuss with recruiter at time of interview

Pay Rate: $24.10/hour 

The Incident Command Center (ICC) Operator serves as the central point of coordination for all security and emergency operations within the facility. This position is responsible for monitoring security technology, receiving and triaging incidents, dispatching security personnel, coordinating emergency response efforts, documenting incidents, and maintaining situational awareness across the property. The ICC Operator plays a critical role in ensuring the safety and security of guests, tenants, employees, and visitors through timely communication and effective incident management. Command Center experience is required for this position.

Essential Responsibilities:

• Monitor CCTV cameras, access control systems, intrusion alarms, fire alarm systems, panic alarms, and other electronic security systems.
• Receive, assess, prioritize, and coordinate responses to security incidents, emergencies, and service requests.
• Dispatch security officers and emergency personnel using established communication protocols.
• Maintain continuous radio, telephone, and electronic communication with on-site security personnel and facility management.
• Initiate emergency response procedures for fire alarms, medical emergencies, severe weather, active threats, hazardous conditions, and other critical incidents.
• Notify emergency responders, local law enforcement, fire departments, EMS, property management, and other stakeholders during emergency situations.
• Accurately document incidents, alarms, and operational activities using computerized reporting systems.
• Prepare clear, concise, and detailed incident reports and activity logs.
• Review and retrieve CCTV footage to support investigations and incident documentation.
• Escalate incidents according to established policies and incident response procedures.
• Monitor building systems and report equipment malfunctions, security vulnerabilities, or life safety concerns.
• Maintain situational awareness of all ongoing incidents and provide updates to leadership as necessary.

Qualifications:

• High school diploma or GED required.
• Previous experience in an Incident Command Center (ICC), Security Operations Center (SOC), dispatch center, emergency communications, law enforcement, military, or security operations preferred.
• Experience monitoring CCTV, access control, and electronic security systems.
• Strong computer proficiency and ability to operate multiple software applications simultaneously.
• Excellent verbal and written communication skills.
• Ability to remain calm, organized, and decisive during high-pressure situations.
• Strong analytical thinking, attention to detail, and problem-solving abilities.

Benefits:

• Medical, dental, and vision insurance
• Paid time off and company holidays
• 401(k) with company match
• Employee Assistance Program (EAP)
• Paid training and professional development
• Uniforms provided
• Career advancement opportunities within security operations

“Securitas is committed to diversity, equity, inclusion and belonging in the workplace.  All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other applicable legally protected characteristic.”

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