<p>Operations Analyst- CMC Support/ICC</p> <p>Location: Aurora, CO or Kansas City, MO</p> <p>Shift: 2200-0630 MT</p> <p>Key Responsibilities:</p> <ul> <li>Provide L1 technical support for Mastermind applications and service platforms, including Fire/Security Monitoring, Managed Access, and Hosted Video, across US, Canada, Australia, and New Zealand. </li><li>Assist with repair and maintenance of devices and circuits that connect customer equipment to Call Monitoring Centers. </li><li>Troubleshoot and escalate issues as needed to ensure service uptime and system reliability. </li><li>Collaborate with vendors, technicians, and internal teams to diagnose and resolve technical problems. </li><li>Maintain accurate documentation of support activities, system incidents, and customer communications. </li><li>Adhere to standard operating procedures and provide a high level of customer service. </li></ul> <p>Qualifications:</p> <p>Required:</p> <ul> <li>U.S. Citizen </li><li>Minimum 2 years of experience with Mastermind Business/Monitoring or similar industry-specific platforms. </li><li>Knowledge of IT systems, troubleshooting methods, and security monitoring solutions. </li><li>Strong problem-solving skills and the ability to prioritize tasks effectively. </li><li>Excellent communication skills with the ability to assist both technical and non-technical stakeholders. </li></ul> <p>Preferred:</p> <ul> <li>3+ years of customer service experience, ideally in a call center or technical support role. </li><li>Proficiency with Microsoft Office and other relevant programs. </li><li>Strong analytical skills for diagnosing and resolving technical issues </li></ul> <p>Hiring Compensation Range: $44,600-66,900 USD (Salary to be determined by the education, experience, knowledge, skills, and abilities of the applicant, internal equity, and alignment with market data.) This position includes a competitive benefits package. For details, please visit the Employee Benefits tab on our main careers page at https://www.johnsoncontrols.com/careers.</p> <p>What else you'll get</p> <p>Supportive team environment and add to that a competitive salary, best in class benefits package starting on day 1, which includes medical, dental & vision, 401(k), tuition reimbursement, paid time off and career growth opportunities.</p>