Flex - Agent, ESOC - Denver, CO

Location: Colorado Position: Flex ESOC Agent Pay: $37.27 Shift: Day Shift, Swing Shift, Night Shift for weekdays and weekends. This is an on-call position to cover any open shifts for ESOC Agent operations. Training: 2.5 weeks of mandatory training before on-call work begins.    Job Summary:    The Enterprise Security Operations Center (ESOC) Agent plays a critical role in maintaining the safety and security of patients, employees, and facilities. The Agent will monitor multiple security and intelligence systems to detect, assess, and respond to both emergency and non-emergency situations. This role requires a highly organized and detail-oriented individual with strong communication skills and the ability to make quick decisions in high-pressure environments.   Roles & Responsibilities:    40% Monitoring and Surveillance: * Monitor multiple security and intelligence systems, including CCTV, intrusion detection systems, access control systems, alarms, and other security technologies. * Detect and assess potential threats, hazards, or unusual activity * Verify access and monitor badge activities * Provide momentary door unlocks and access to points of entry * Monitoring of intelligence and social media feeds available through the Systems to ascertain potential critical incidents (e.g., social media broadcast indicating court disruption based upon activity). 30% Incident Response & Management: * Respond promptly to emergency and non-emergency incidents and make accurate assessments. * Dispatch security personnel and resources to incidents as needed. * Follow established protocols for escalating incidents to the appropriate level of management or external authorities. * Document and report incidents accurately and in a timely manner using ESOC reporting tools. 15% Communication & Coordination: * Serve as the primary point of contact for security-related communications within the ESOC. * Uses communication equipment to include, but not limited to, two-way radio communications, telephone systems, secure phone, satellite phone, paging systems, alarm receiving equipment, and computer equipment. * Coordinate response efforts with internal and external stakeholders, including security teams, management, and emergency services. * Ensure clear and consistent communication during incidents. * Makes notifications to all management or designee(s) as required according to Post Orders, for all types of site incidents, emergencies, crises and exercises. * Providing exceptional customer service; Ensuring that all forms of communication (e.g., email, phone conversation, radio communications) are all done in a courteous and professional manner. 10% System Operations & Maintenance: * Ensure continuous operation of security systems by identifying and reporting any technical issues to the appropriate support teams. * Maintain up-to-date knowledge of all security systems and related technologies. 5% Compliance & Documentation: * Ensure all activities are conducted in compliance with organizational policies and procedures. * Maintain accurate logs and records of incidents, communications, and actions taken. * Assist in audits, after-action reviews, and continuous improvement efforts. Qualifications Education: Minimum: High School Diploma or equivalent (GED, etc.). * Driver's License (required) Preferred: Bachelor’s Degree Work Experience: Minimum: A minimum of one (1) year of security related experience. Prior work experience in security systems, including access control systems, alarm monitoring, network video surveillance systems, telecommunications systems, and video surveillance. Preferred: Previous dispatcher, SOC, GSOC or relevant help desk experience in a high-volume call center and/or in a healthcare environment. Law Enforcement experience. Graduate of Police/Corrections academy. Licenses: Ability to pass any company or state-required training or other qualifications for licensing. Obtain any state or federal related licenses that may be required. Skills: * Knowledge of or ability to learn security operations and procedures * Ability to communicate and operate via radio or telephone equipment and/or unified communications platforms during emergencies under pressure in critical incident management situations * Demonstrated ability to interact cordially and communicate with the client, leadership and the public * Familiarity with security technologies (CCTV, access control, alarm systems, etc.). Strong technology skills. * Ability to work in a fast-paced, high-pressure environment with minimal supervision * Strong problem-solving and critical-thinking skills * Proficient computer skills, including Microsoft Office * Effective oral and written communication skills * Active listening skills * Ability to assess and evaluate situations effectively * Ability to identify critical issues quickly and accurately * Attention to detail