Security Operations Specialist I

Under the direction of the Supervisor-Physical Security or designee, the Security Operations Specialist I operates within the Security Operations Center of the Physical Security Program, under a detect, assess, and communicate principle to safeguard critical infrastructure that powers, connects, and moves the Springfield community, while providing exceptional customer service to all employees, contractors, and visitors. This includes monitoring reports and information from personnel, emerging technology, and Electronic Security Systems to identify and escalate incidents, as well as directing, dispatching, and operating advanced technology resources in response to calls for service and emergencies., 1. Provides the highest level of customer service to City Utilities’ employees, contractors, visitors, customers, and the public.

1. Serves as the primary point of contact for the reporting of physical security, life safety, and other all-hazard type incidents, notification, and related alarms for City Utilities.

2. Detects, assesses, and documents incidents and suspicious or unusual operational conditions using the physical security information management system, identifying potential cascading effects and escalating to appropriate personnel or issuing mass notifications as needed.

3. Provides initial incident detection, assessment, analysis, escalation, documentation, and communications to appropriate personnel or mass notifications as required utilizing a physical security information management system.

4. Receives, identifies, documents, and reports incidents involving damaged property or equipment malfunctions to appropriate personnel.

5. Coordinates response to security events and alarms, working with the guard force, Corporate Security Officers, City Utilities personnel, and outside responders as the situation requires.

6. Operates radio communications equipment and networks to relay information, coordinate response, and maintain contact with field personnel and the contracted guard force.

7. Processes access requests, issues identification badges, and maintains accurate records for the physical access control system.

8. Performs all other duties as assigned by management., * Employee must remain alert and aware of their surroundings at all times and maintain the ability to respond to changing circumstances in a timely manner. * Must be able to work successfully with diverse groups of people. * Must be able to work shifts including evenings, weekends, and holidays. Due to the nature of this position, must exercise flexibility to cover additional shifts or fill in as needed to support team operations. *

High school graduate or equivalent is required. Two years’ recent experience in a high-volume communication center, customer service support center, or relatable frontline public safety or military service is required. Prior experience in a Public Safety Answering Point or Security Operations Center is preferred.

Licensing/Certification:

NIMS/ICS IS-100, IS-200, IS-700, IS-800 certifications, or the ability to obtain within six months of employment is required. Must possess or obtain certification from the International Foundation for Protection Officers (IFPO) as an Initial Security Officer (ISOP) within six (6) months of appointment to position.

Knowledge, Skills, and Abilities:

• Excellent telephone and interpersonal communication skills.
• Ability to:
• Demonstrate a customer-focused orientation and project a positive image of the Utility to all customers.
• Be trained in physical security information management systems, electronic security systems, and unmanned aircraft systems (UAS), in accordance with FAA regulations and City Utilities policy.
• Maintain composure and sound judgment during high-risk, low-frequency incidents and sustained periods of high call or alarm volume.
• Maintain professional control of calls, radio traffic, and incident processing, following established protocols to gather, verify, and relay information accurately.

*

• Effectively utilize a range of digital tools and platforms, including but not limited to Microsoft Office Suite, enterprise software, artificial intelligence-enhanced applications, and self-service systems. Must possess a willingness and capacity to learn and adapt to emerging technologies, including mobile devices, cloud-based systems, and data-driven platforms relevant to utility operations.
• Maintain adherence to all company policies.

Excellent decision making, problem solving and critical skills. *

Physical Requirements:

Typically, sedentary work. Ability to express or exchange ideas by means of the spoken word and receive detailed information through oral communication. Substantial movements of the wrists, hands, and/or fingers, and close visual acuity to operate a computer is required. Bending and stooping may be required as well as lifting 25 pounds occasionally.

Salary Grade 53

Minimum: $44,862.91/year

Midpoint: $53,835.48