PT Ball State Information and IT OCC Representative

About the role

Join Ball State’s Operations Control Center (OCC) as a part-time, 2nd shift Information and IT operator! In this crucial 24/7 role as a Ball State Information and IT Representative, you’ll provide visitors with accurate information and welcoming directions, monitor vital systems, handle outages, and ensure our campus stays online and connected.

Responsibilities

• Provide prompt and courteous assistance and information to internal and external callers, including telephone numbers, special events and activities, building locations, directions, and emergency information.
• Perform ERP checks, server walk‑throughs, and follow documented procedures to complete preventative system health checks.
• Answer and direct incoming calls accurately, efficiently, and professionally, 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 a log of all radio calls.
• Maintain a working knowledge of events occurring on BSU Campus and BSU‑affiliated activities using Ball State web pages, calendars, department contacts, news articles, and 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 the Operations Control Center and the primary data center in Robert Bell Building.
• Gather and analyze data for training and staffing purposes.
• Train new, temporary, and student employees as needed.
• Serve as essential personnel during severe weather or university crisis situations.
• Assist Unified Communications technicians in testing lines and numbers during installations and repairs.
• Perform other related duties as assigned.
• Maintain regular and predictable attendance.

Requirements

• High school diploma or GED.
• Over three months through one year of customer service experience.
• Previous call center or Ball State work experience (preferred).
• Must be able to work on‑campus; this is not a remote position.
• Must have current authorization to be employed in the United States without employer sponsorship.

Pay

Compensation: $12.65 – $13.69 per hour, plus a $0.50 per hour second‑shift premium.

Schedule

Work Shift Schedule: Thursday‑Friday 3:30 pm – 7:30 pm; Saturday 9:00 am – 6:00 pm (second shift). On‑campus presence required.