Dispatch Operations Analyst

MKS2 Technologies, LLC, an award-winning high growth small business, creates innovative and customer-centric technology solutions in the areas of Cyber Security, Instructional Design and Training, Software Engineering and IT Support Services to improve the security and well-being of our clients. Our commitment to excellence and our “Mission First” orientation has resulted in steady growth and an expanding client base across government agencies. We have employees nationwide and for the past three consecutive years were named one of the fastest growing Veteran-owned companies in the nation. Please take a moment to browse through our website and learn more about what it means to serve with MKS2.

Dispatch Operations Analyst

Location: Norfolk, VA

Shift: Rotating Shift Work / 6-week schedule, including weekends and holidays as needed
Pay Rate: $25 – $26 per hour
Employment Type: Full-Time | On-Site
Education: High School Diploma or GED required
Experience: 3+ years in dispatch or operations center roles

Position Summary

We are seeking a skilled and proactive Dispatch Operations Analyst to join our team in Norfolk, VA. This role is critical to ensuring timely and effective responses to power outages and emergency service requests. The ideal candidate will have hands-on experience in a dispatch or operations center environment (e.g., 911 call centers, utility control centers), strong analytical skills, and the ability to manage high-pressure situations with confidence and clarity.

Key Responsibilities

• Monitor and manage outage trouble calls in real time.

• Analyze incoming incident data from multiple sources to identify issue locations and determine next steps.

• Prioritize emergency and non-emergency outage work for first responders.

• Communicate directly with customers to assess and resolve power-related concerns.

• Coordinate multiple tasks from initiation through completion, often with shifting priorities.

• Maintain accurate records and logs of events, actions taken, and follow-up tasks.

• Support internal teams and external clients with high levels of professionalism and responsiveness.

Required Skills & Experience

• Minimum 3 years of hands-on experience in a dispatch or operations center (e.g., 911, utility, emergency services).

• Proven ability to prioritize and multitask in a dynamic, high-stakes environment.

• Strong analytical skills: ability to assess large data sets from multiple systems and develop actionable response plans.

• Excellent customer service skills, with a background in supporting both internal and external stakeholders.

• Previous experience with emergency dispatch protocols and incident resolution workflows.

Soft Skills & Team Fit

• Strong verbal and written communication skills.

• Ability to lead, collaborate, or contribute effectively across multidisciplinary teams.

• Demonstrates sound judgment, adaptability, and composure under pressure.

Diversity creates a healthier atmosphere: MKS2 Technologies is proud to be an Equal Employment Opportunity / Affirmative Action employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.