Ball State Information and IT OCC Representative

About the role

If you enjoy being in the middle of the action and delight in mentoring students, this position might be for you. You’ll play a pivotal role in the Operations Control Center by supporting callers and responding to IT system outages, driving the coordinated resolution. You’ll also be monitoring BSU’s critical IT systems. Come join our team, apply today!

Schedule

Work Shift Schedule: Monday – Friday, 3:00 pm – 11:30 pm, with a $0.50 per hour second‑shift premium. This role requires an on‑campus presence; it is not a remote position.

Responsibilities

• Provide prompt and courteous assistance and information to internal and external callers. This includes telephone numbers, special events and activities, building locations, directions, and emergency information.
• Perform ERP checks, server walk‑thru, follow documented procedures to complete preventative system health checks.
• Answer and direct incoming calls in an accurate, efficient, and professional manner, implementing exceptional customer service.
• Assist callers with questions after the Helpdesk closes on weeknights and over weekends; reset passwords and complete Duo Mobile resets as needed.
• Operate BSU radio communication system for critical and non‑critical situations.
• Relay work information to maintenance, University Police, custodial and housing personnel and maintain log of all radio calls.
• Continually maintain a working knowledge of events occurring on BSU Campus and BSU affiliated activities by using Ball State web pages, calendars, department contacts, news articles, as well as Marketing and Communication postings.
• Respond to and take corrective action in response to system alarms and failures by determining technical priorities based on set standards and procedures.
• Analyze console messages; use problem/incident notifications and escalation procedures, and other documentation to resolve problems; contact and communicate job and/or system status with applicable System Service team members and support personnel.
• Monitor and provide security for Operations Control Center