Overwatch Analyst

Overview Founded in 1973, Inter-Con Security Systems, Inc. is a leading US-owned security company, providing a full range of physical security services to government and commercial customers on four continents. Inter-Con (ICS) provides custom client solutions tailored to quality with the flexibility to operate in highly complex environments. The firm specializes in providing tailored services to clients whose needs exceed the sophistication and expertise of traditional guard firms. Inter-Con remains under family ownership and control and operates as the industry leader in the field of customized, high-requirement security solutions. Inter-Con employs over 25,000 security personnel world-wide, trained and managed by a team of professionals with unsurpassed military, law enforcement, and security experience. Inter-Con is Everywhere Security Matters.

Job Description
The Overwatch Analyst monitors Inter-Con security officers in the field in real time, using the company's geo-tracking platform. Analysts watch for officers who leave their assigned post area or whose phones stop reporting a location. When an alert comes in, the analyst contacts the officer to resolve it and escalates to supervisors and managers when it can't be resolved directly. Every contract we support has its own rules, so this role calls for careful attention to detail, clear written communication and calm follow-through. Accurate, consistent documentation of every alert is a core part of the job. Primary Responsibilities
• Monitor officer location, clock-in/clock-out activity and alerts across assigned client contracts in our geo-tracking platform.
• Review each alert to confirm whether it is valid, using the tools available in the platform.
• Contact officers to resolve alerts. Walk officers through basic phone troubleshooting.
• Escalate unresolved alerts through each contract's defined escalation path, according to Standard Operating Procedures (SOP).
• Document every alert outcome using the department's standardized notes, including detailed notes and observations.
• Recognize and immediately escalate suspected time fraud, emergencies and other situations that fall outside routine monitoring.
• Prepare and share End-of-Day (EOD) summaries for other team members.
• Other duties as assigned.
• Night Shift: Tuesday
- Thursday (10:00 pm
- 7:00 am) Qualifications
• High School Diploma required.
• Proficient in spoken and written English.
• Ability to work rotating shifts, including nights, weekends and holidays.
• Comfortable using a computer and working on several applications at once, such as web-based tools, Microsoft Teams, Outlook and Excel.
• 0-2 years of experience in a dispatch, logistics, monitoring, or security role.
• Comfortable working in fast-paced, high-pressure environments.
• Attention to Detail: Follows written procedures and documents every alert accurately.
• Communication: Clearly conveys data findings and asks clarifying questions when requirements are unclear.
• Teamwork: Works well within a team environment and coordinates smoothly with other teams.
• Accountability: Takes ownership of every assigned alert, seeing each one through to a documented outcome.
• Customer Mindset: Understands that reports and data serve both internal and external stakeholders and deliver accordingly.
• Adaptability: Comfortable learning new tools, processes, or systems as the role evolves. Other Requirements & Competencies
- NICE TO HAVE
• Familiarity with CRM Software (such as Salesforce), or a willingness to learn it.
• Experience working within standardized processes and established operating procedures.