HMS Operator

Description

Job Overview Summary Minuteman is searching for Part-Time or Full-Time HMS Operators for our Hamilton, NY office. Shift schedules are variable and may include hours through first, second, or third shift to support our round-the-clock operations. As an HMS Operator I, you will be on the front line of monitoring and supporting our customers’ security systems. This entry-level role is critical to ensuring safety, reliability, and rapid response across video surveillance, access control, intrusion, and other integrated security platforms.

Working in our 24/7 Security Operations Center (SOC), you will gain hands-on experience with cutting-edge technology while delivering exceptional customer service.

• Monitoring video surveillance, access control, and alarm systems to detect and respond to security events.
• Following standard operating procedures to assess incidents, escalation issues, and dispatch service when needed.
• Documenting and tracking all alerts, incidents, and responses in SOC systems.
• Supporting customers by phone and email, providing timely updates and clear communication.
• Collaborating with service technicians, field teams, and management to ensure resolution of security issues.
• Performing routine system checks to ensure platforms are functioning properly.
• Assisting with report preparation and providing data for audits or customer requests.
• Participating in ongoing SOC training to stay current with security technologies and best practices.
• Perform other job-related duties as assigned

• Own It:
  Focus on excellence in everything you do and each interaction you have with all clients
• Learn:
  Absorb the training. Make yourself an expert on our portfolio of solutions
• Represent:
  Always understand that you are the face of the company to our customers
• Diversity:
  Every project and service call are different so you must enjoy variety in your workday
• Work as One Team:
  Work closely with Minuteman’s sales, management, and operations teams to best serve our customers
• Find a way:
  Turn challenges into opportunities
• Play To Win.

• A sense of humor, creativity, and positive attitude
• You are detail-oriented and able to remain focused in a fast-paced, 24/7 environment.
• You have strong problem-solving skills and follow processes carefully to ensure accurate responses.
• You are an excellent communicator who can provide clear, calm, and professional support to customers.
• You are comfortable with technology and eager to learn new security platforms and monitoring tools.
• You are a reliable team player who understands the importance of accountability in a security role.
• You remain composed under pressure and are able to handle incidents with professionalism.
• Prior help desk or technical support experience preferred.

This job description in no way states or implies that these are the only duties to be performed by the employee(s) of this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities.

The base pay range for this role is $20.25 - $30.00 hourly. This position may have overtime available. Note that wage may vary based on location, skills, and experience and may vary from the amounts listed above. This position may also be eligible for a variable bonus in addition to base wage as well as health coverage, paid holidays, and other benefits.

Minuteman Security & Life Safety is an equal opportunity employer that is committed to diversity, equity and inclusion and providing a workplace that is free from discrimination and harassment of any kind based on race, color, religion, creed, sex (including pregnancy, childbirth, and related medical conditions, sexual orientation, and gender identity), national origin, age, disability or genetic information or any other status or…