Security Operations Center Operator

Salary range is $21.63/hour to $54.32/hour with a midpoint of $37.02hour. New hires typically receive between minimum and midpoint, however, we may go slightly higher based on experience, internal equity and market.

Sound Transit also offers a competitive benefits package with a wide range of offerings, including:

• Health Benefits: We offer two choices of medical plans, a dental plan, and a vision plan all at no cost for employee coverage; comprehensive benefits for employees and eligible dependents, including a spouse or domestic partner.
• Long-Term Disability and Life Insurance.
• Employee Assistance Program.
• Retirement Plans: 401a - 10% of employee contribution with a 12% match by Sound Transit; 457b - up to IRS maximum (employee only contribution).
• Paid Time Off: Employees accrue 25 days of paid time off annually with increases at four, eight and twelve years of service. Employees at the director level and up accrue additional days. We also observe 12 paid holidays and provide up to 2 paid floating holidays and up to 2 paid volunteer days per year.
• Parental Leave: 12 weeks of parental leave for new parents.
• Pet Insurance discount.
• ORCA Card: All full-time employees will receive an ORCA card at no cost.
• Tuition Reimbursement: Sound Transit will pay up to $5,000 annually for approved tuition expenses.
• Inclusive Reproductive Health Support Services.
• Compensation Practices: We offer competitive salaries based on market rates and internal equity. In addition to compensation and benefits, you'll find that we provide work-life balance, opportunities for professional development and recognition from your colleagues.

As part of our hiring process, candidates may be invited to complete an assessment that are related to the successful performance as an operator. The assessment contains cognitive ability questions in oral and written format, as well as a typing test. The assessment is not designed to measure job-specific knowledge, nor will you need specific dispatcher knowledge or skills to success on the assessment.

The diversity of questions on the assessment will include: Deductive and inductive reasoning, information ordering, oral comprehension, selective attention, spatial orientation, speech recognition, written comprehension and written expression.

GENERAL PURPOSE:

The Security Operations Center Operators will play a key role in ensuring the safety and security of Sound Transit's community, property and assets. This role will be responsible for performing daily tasks within the Security Operations Center, including monitoring, triaging, and coordinating responses across our service area. Using operational best practices, Operators will help maintain a secure and safe environment on every shift, contributing to Sound Transit's mission of connecting more people to more places with confidence and care.

ESSENTIAL FUNCTIONS:

The following duties are a representative summary of the primary duties and responsibilities. Incumbent(s) may not be required to perform all duties listed and may be required to perform additional, position-specific duties.

• Expected to provide crisis management triage, coordinating responses to security incidents, and facilitating effective communication during high stress situations.
• Perform continuous monitoring and analysis of security risks to identify potential threats to Sound Transit's operations.
• Strong ability to manage critical incidents, gather essential information, and maintain composure in high-stress situations typical of a 911 Operator.
• Demonstrate the ability to work in a high-stress environment and maintain professionalism while encountering distressing or graphic content.
• Ability to process and respond to challenging and potentially horrifying situations without compromising performance.
• Ability to support various operational functions, ensuring the safety and security of Sound Transit's physical and digital environments.
• Exhibit excellent communication skills and friendly demeanor to ensure a positive customer experience.
• Ability to handle customer concerns, gather information and ability to classify calls in order to coordinate the appropriate response.
• Ability to work closely with other teams, including law enforcement and internal partners, to manage security incidents and implement preventive security measures
• Possess demonstrated computer, word processing, database, and English composition skills.
• Provide customer service and perform administrative duties as assigned.
• Must demonstrate the ability to operate effectively in the field during emergency situations.
• Champions and models Sound Transit's core values and demonstrates values-based behaviors in everyday interactions across the agency.
• Contributes to a culture of diversity, equity and inclusion in alignment with Sound Transit's Equity & Inclusion Policy.
• It is the responsibility of all employees to follow the Agency safety rules, regulations, and procedures pertaining to their assigned duties and responsibilities, which could include systems, operations, and/or other employees.
• It is the responsibility of all employees to integrate sustainability into everyday business practices.
• Other duties as assigned.

MINIMUM QUALIFICATIONS:

Education and Experience: Associate's degree in Criminal Justice, Security Management, or closely related field; Three years of experience in security operations, law enforcement, or related field; Or an equivalent combination of education and experience.

Preferred Licenses or Certifications:

• Telecommunicator certification.

Required Knowledge and Skills:

• Strong analytical and problem-solving skills are necessary.
• Ability to work under pressure and make quick and sensible decisions.
• Excellent verbal and written communication skills.
• Basic computer terminology and fundamentals.
• Knowledge of Office 365 application suite, including outlook, word, excel, teams, SharePoint, OneNote, and PowerPoint.
• General knowledge with the use of security radio and computer aided dispatch system.
• Possess strong attention to detail, as the role required thorough analysis and reporting of security incidents.
• The ability to analyze data and trends related to security risks is essential.
• The ability to handle customer concerns.
• The ability to handle critical incidents, gather the necessary information and provide
• Possess effective communication skills for coordinating with various teams and partners during incidents.
• Principles and procedures of sensitive record keeping and document management.
• Office procedures, methods and equipment.
• Strong analytical and problem-solving skills.
• Ability to work under pressure and make quick and sensible decisions.
• Ability to work in high-stress environment and maintain professionalism while encountering distressing or graphic content.
• Ability to be resilient and have the capacity to process and respond to challenging and potentially horrifying situations without compromising performance.
• Excellent interpersonal, strong verbal and written communication capabilities.
• Exhibit excellent communication skills and friendly demeanor to ensure a positive customer experience.
• Proficiency in handling customer interactions with professionalism and empathy.
• Strong ability to manage critical incidents, gather essential information, and maintain composure in high-stress situations typical of a 911 Operator.
• Demonstrates a calm composure during high-stress situations by exercising a high level of professionalism, discretion, and diplomacy.
• Effectively operate multiple systems to include dispatch radio, video analytics, computer aided dispatch system, Office 365 applications.
• Understand and effectively communicate accurate information.
• Developing and maintaining effective working relationships with other department staff, management, contractors, vendors, and outside agencies.
• Interpreting policies and procedures to sufficiently administer, discuss, resolve, and explain to staff.
• Collecting, evaluating, and interpreting information and data from multiple sources.
• Applying appropriate analysis, judgment, logic, and communication methods when solving problems.
• Technical documentation and writing.
• Maintaining confidentiality while communicating with tact and diplomacy.
• Preparing and presenting written and oral communication.
• Using information retrieval systems to extract data to produce reports.
• Administrative practices for office management.

Physical Demands / Work Environment:

• Work is performed in a standard office environment with occasional field work in a transit station environment.
• Positions working in field may occasionally be exposed to dangerous machinery, extreme weather conditions, physical harm, hazardous chemicals, and/or extreme noise.
• Flexibility to work a rotating schedule and shift work to include nights, weekends, and holidays to support a 24/7 operation.
• The Agency promotes a safe and healthy work environment and provides appropriate safety and equipment training for all personnel as required.

Sound Transit is an equal employment opportunity employer. No person is unlawfully excluded from employment action based on race, color, religion, national origin, sex (including gender identity, sexual orientation and pregnancy), age, genetic information, disability, veteran status or other protected class.