Operations Center Technician

• Run and maintain 24/7 fire detection and alerting operations with little to no supervision. 

• Quickly and accurately identify wildfires based on data processed through machine learning imagery models. 

• Consistently generate one wildfire alert per system-detected incident. 

• Evaluate system-generated wildfire incident location coordinates and improve their accuracy. 

• Update incident location coordinates as new data is received. 

• Accurately process and assign new positive detections to existing incidents. 

• Identify and correct mistakes in data and alerts as quickly as possible. 

• Properly associate and record system data for detections related to actionable incidents. 

• Properly archive expired fire data or inaccurate incident information. 

• Coordinate with other Operations Center personnel to ensure efficient fire detection processes. 

 Network Health 

• Properly document camera and network incidents within designated ticketing systems in a manner that aligns with current operational policies. 

• Professionally communicate with internet service and camera maintenance providers to gather outage information and determine estimated time of repair.  

• Immediately identify and report to the appropriate parties when camera or website outages occur.  

• Escalate camera and network health tickets to appropriate Operations Center employees according to outlined procedures. 

• Update existing tickets and console notes with current information as necessary. 

• Perform camera onboarding and calibration as assigned based on current standard operating procedures. 

• Monitor for new outages on a 24/7 basis and assign tickets based on current policies. 

• Provide professional and timely Tier 1 customer support and initiate escalations as necessary. 

• Professionally and promptly respond to new inquiries with little to no supervision. 

• Submit new user account requests based on current operational guidelines. 

• Create new user accounts as assigned accurately and efficiently. 

• Onboard new users of the ALERTWest platform professionally while utilizing current operational tools. 

• Professionally communicate with outside vendors and third parties professionally in person and over the phone. 

• Forward non-departmental requests to appropriate parties. 

• Complete documentation related to the type of work you are completing, as required. 

• Maintain awareness of active conversations within the room, engaging when you can provide helpful information. 

• Discuss issues, concerns, and conflict openly and directly, and engage when others do the same for you. 

• Maintain a culture that is open, transparent, positive, future-focused and able to deliver success. 

• Perform basic cleaning functions in the Operations Center workspaces, such as vacuuming, taking out garbage, cleaning desks, etc. 

• Other duties as assigned. 

• High School Diploma or Equivalent. 

• Ability to work some overtime on a regular basis and significant overtime on occasion.  

• Successful completion of post-offer-pre-employment screening, including physical, drug screening, and background check. 

• Reliable transportation to and from the Operations Center. 

• Strong overall work ethic, including reliability, punctuality, integrity, and character.  

• Flexibility for heightened fire activity, short staffing, or emergency call-ins. 

• Ability to adhere to designated full-time schedule to support wildfire emergency response. 

• Schedule agility to work the rotating on-call schedule (published in advance).  

• Technical proficiency and agility with software platforms and support systems. 

• Adaptability to fast-paced environments and changing priorities. 

• Problem-solving and critical-thinking skills, including troubleshooting user and camera-related issues. 

• Collaborative mindset for internal and cross-functional teamwork. 

• Commitment to upholding and promoting Company values. 

• This is desk-based work with extended computer use at an adjustable sit/stand desk. 

• Specific vision requirements include close, distant, color, peripheral vision, depth perception, and focus adjustment. 

• Consistent adherence to a 40-hour workweek schedule is necessary. 

• Occasional physical tasks may include stooping, bending, reaching, and lifting up to 25 pounds. 

• Ability to navigate various departments within the organization's facilities. 

• During times of critical coverage, you may occasionally be required to skip rest breaks or take a “working lunch”. When this is required, California employees will be properly compensated with a missed meal or rest break premium.