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Command Center Agent Jobs (NOW HIRING)

Navtech, Inc.

Google Contact Center AI

Alpharetta, GA · On-site

$15.75 - $21.50/hr

Excellent command over spoken, written and business communication skills * Should have undergone ... Implementation of voice virtual agent * Integrating agents with third-party applications, data ...

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How much do command center agent jobs pay per hour?

As of Sep 5, 2026, the average hourly pay for command center agent in the United States is $21.12, according to ZipRecruiter salary data. Most workers in this role earn between $19.23 and $20.67 per hour, depending on experience, location, and employer.

How do you become a command center agent?

To become a command center agent, candidates typically need a high school diploma or equivalent, strong communication and problem-solving skills, and the ability to work in a fast-paced environment. Relevant experience in customer service, dispatch, or security, along with familiarity with communication tools and sometimes security clearances, can improve chances of hiring. Training is often provided on-site to familiarize new agents with specific protocols and systems.

What does a command center agent do?

A command center agent monitors and manages operations within a control room environment, responding to incidents, coordinating communication, and ensuring safety and efficiency. They often use specialized software and communication tools to track real-time data and support emergency or operational responses.

What training is needed for command center agents?

Command center agents typically receive on-the-job training that covers company protocols, communication skills, and the use of relevant tools or software. Some positions may require prior experience in customer service, security, or dispatching, and certifications such as CPR or security licenses can be beneficial depending on the industry.
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Command Center Agent jobs near you
Infographic showing various Command Center Agent job openings in the United States as of August 2026, with employment types broken down into 2% As Needed, 79% Full Time, 17% Part Time, and 2% Contract. Highlights an 96% Physical, 1% Hybrid, and 3% Remote job distribution, with an average salary of $43,935 per year, or $21.1 per hour.

Command Center Agent

Belcan Government Solutions

Des Moines, IA

$14.75 - $19.25/hr

Full-time

Medical, Dental, Vision, Life, Retirement, PTO

Re-posted 10 days ago

Job description

Job Summary:

The IT Command Center Agent serves as the first line of operational support within a 24x7 IT Command Center environment. The role is responsible for monitoring enterprise infrastructure, applications, cloud services, networks, and business-critical systems to ensure maximum availability and operational stability.

The Command Center Agent will proactively monitor alerts, perform initial incident triage, coordinate escalations, manage communications, and support major incident activities while ensuring adherence to established operational procedures and SLAs.

Job Duties: 

Monitoring & Situational Awareness * Monitor systems, dashboards, alerts, and communication channels for operational issues or service interruptions.
 * Maintain real-time awareness of program operations, deliverable statuses, SLA adherence, and critical performance indicators.
 * Identify anomalies, risks, or emerging issues early and escalate appropriately.

Incident Management * Log, categorize, and track incidents or service requests.
 * Coordinate response activities, ensuring timely communication with technical teams, leadership, and stakeholders.
 * Support root‑cause identification and follow-up actions.

Communication & Coordination * Serve as a central communication hub between program teams, delivery teams, leadership, and external partners.
 * Provide status updates, send targeted communications, and maintain situational reporting during events or escalations.
 * Facilitate coordination across functional groups to resolve issues efficiently.

Reporting & Documentation * Maintain real-time operational logs, issue trackers, and shift reports.
 * Produce daily, weekly, and ad hoc command center summaries.
 * Document resolution steps, decisions, and timelines for audit and continuous improvement.

Operational Support * Track scheduled activities, system releases, maintenance windows, and program milestones.
 * Ensure operational processes, SOPs, and escalation paths are followed.
 * Validate deliverable handoffs, ensure completion, and log exceptions.

Tools & Systems * Use monitoring tools, ticketing systems, communication platforms, and dashboards as part of daily operations.
 * Support configuration updates, user access requests, and tool hygiene.

Customer & Stakeholder Service * Respond to inquiries from internal teams, government stakeholders, or partners as routed through the command center.
 * Provide clear, concise, and timely communication.

Continuous Improvement * Identify patterns, operational gaps, or repeat issues and recommend process improvements.
 * Participate in post‑incident reviews and contribute to optimization of workflows.

Key Responsibilities:

Monitoring & Event Management

  • Monitor enterprise infrastructure, applications, cloud platforms, and network environments using monitoring tools.
  • Identify, acknowledge, and investigate system-generated alerts.
  • Perform initial event correlation and impact assessment.
  • Escalate issues to appropriate resolver groups based on severity and impact.
  • Ensure timely response to alerts and operational issues.

Incident Management

  • Log, categorize, prioritize, and assign incidents using ITSM tools.
  • Perform first-level troubleshooting and diagnostics.
  • Follow predefined runbooks and standard operating procedures (SOPs).
  • Track incidents through resolution and closure.
  • Ensure compliance with SLA commitments.

Major Incident Support

  • Participate in Major Incident bridge calls.
  • Assist Incident Managers in coordinating technical teams.
  • Provide status updates and incident documentation.
  • Track action items and recovery progress during critical outages.
  • Maintain accurate incident timelines.

Operational Communication

  • Send system outage notifications and service health updates.
  • Coordinate communications between support teams and stakeholders.
  • Maintain operational shift logs and handover reports.
  • Escalate unresolved issues according to escalation matrices.

Dashboard & Reporting

  • Monitor operational dashboards and service availability reports.
  • Document recurring issues and trends.
  • Update ticketing systems with detailed investigation notes.
  • Generate daily operational status reports.

Process Compliance

  • Follow Incident, Event, Problem, and Change Management processes.
  • Maintain operational documentation and knowledge articles.
  • Participate in shift handovers and operational reviews.
  • Adhere to security, compliance, and audit requirements.
 

Required Technical Skills

  • Windows Server Fundamentals
  • Linux/Unix Basics
  • Network Fundamentals (TCP/IP, DNS, DHCP, VPN)
  • Cloud Fundamentals (Azure, AWS, Microsoft 365)
  • Monitoring Tools (SolarWinds, LogicMonitor, SCOM, Dynatrace, Splunk, Datadog)
  • ITSM Platforms (ServiceNow, Remedy, Jira)
  • Active Directory & Identity Management Basics
  • Microsoft Office Suite

 

Required Qualifications: 

  • High School Diploma, GED, or equivalent.
  • Command Center Agent -1-3 years of experience in Service Desk, NOC, SOC, Operations Center, or IT Support

 

Preferred Qualifications & Skills:


 Compensation:

We provide a competitive pay and benefits package. This position is offering a salary range of $50,000-$52,000 Belcan considers several factors when extending an offer, including but not limited to education, experience, geographic location, and discipline. Benefits offered may include health care, dental, vision, life insurance; 401(k); education assistance; paid time off including PTO, holidays, and any other paid leave required by law.

www.belcan.com 

Belcan is an equal opportunity employer. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other characteristic protected by federal, state or local laws.