Command Center Operator - Security Dispatch & Response

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

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.