Command Center Operator

Securitas Security Services USA, Inc.; Billerica (MA); On-site; USD 49,000 - 51,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

401(k) with company match

Paid time off and company holidays

Employee Assistance Program (EAP)

Paid training and professional dev.

Uniforms provided

Career advancement opportunities

Job summary

Securitas Security Services USA, Inc. in Billerica, MA is seeking an Incident Command Center (ICC) Operator.

This role serves as the central point of coordination for security and emergency operations, monitoring CCTV and security systems, triaging incidents, and dispatching personnel to ensure safety of guests, employees, and visitors. You will document incidents, maintain situational awareness, escalate as needed, and collaborate with responders and facility management.

Qualifications

• High school diploma or GED required.
• Experience in an Incident Command Center (ICC) or related 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.

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.

Skills

CCTV monitoring

Communication skills

Calm under pressure

Multitasking

Education

High school diploma or GED

Tools

Security software

Job description

Command Center experience is required for this position.

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.

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.

#NorthernNE

Securitas employees come from all walks of life, bringing with them a variety of distinctive skills and perspectives. United through our common purpose, we provide the security needed to safeguard our clients' assets and people. Our core values - Integrity, Vigilance and Helpfulness - are represented by the three red dots in the Securitas logo. If you live by these values, we’re looking for you to join the Securitas team.

Benefits Include

• Retirement plan
• Employer-provided medical and dental coverage
• Company-paid life insurance
• Voluntary life and disability insurance
• Employee assistance plan
• Securitas Saves discount program
• Paid holidaysPaid time away from work

Additionally, some populations may have the availability of accessing earned wages on a daily basis, prior to payday. Restrictions and fees may apply.

Certain waiting periods may also apply. Paid time away from work may be available either through a combination of vacation and sick time or under a PTO policy, depending on local requirements. Benefits may be different for union members.