Ball State Information and IT OCC Representative

Ball State University; Muncie (IN); Remote; USD 17,000 - 19,000; Full time

Benefits offered by this job

Tuition assistance for employee and/or

Paid time off

Health insurance

Job summary

Ball State University in Muncie is seeking an OCC Representative to support callers and monitor critical IT systems from the Operations Control Center. You will follow procedures to resolve outages, assist with password resets, and relay information to maintenance and security teams.

The on-campus, evening shift runs Monday through Friday 3:00 pm to 11:30 pm with a $0.50 shift premium; you will learn BSU processes, track incidents, and contribute to a reliable university communications backbone.

Qualifications

• 3 months to 1 year of customer service and IT-related experience.
• 18 months of education beyond high school is preferred.
• Over 1 year of related experience is preferred.

Responsibilities

• Provide telephone assistance and information to callers including numbers, directions, and emergency information.
• Perform system health checks and follow documented procedures.
• Answer and direct calls in a professional manner with strong customer service.
• Assist with password resets and Duo Mobile resets as needed.
• Operate the BSU radio communication system and relay information to relevant teams.
• Maintain knowledge of campus events via BSU pages and communications postings.
• Respond to system alarms and determine priorities per procedures.
• Monitor security for OCC and data centers; gather data for staffing and training.
• Train new and temporary employees as needed; uphold regular attendance.
• Serve during severe weather or university crises.

Skills

Customer service

IT experience

Education

High school diploma or GED

Post-secondary education beyond high school

Job description

**Position Title:**Ball State Information and IT OCC Representative**Salary Grade:**Staff 7**Compensation:**$12.65 - 13.69**Department:**Telephone Services**Start Date:**11/09/2026**About this opportunity:**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!Work Shift Schedule: Hours are as follows, with a $0.50 per hour second-shift premium: Monday - Friday, 3:00 pm - 11:30 pm.This role requires an on-campus presence; it is not a remote position.Candidates for searches must have current authorization to be employed in the United States without employer sponsorship.**What you'll do and what you'll bring:****Position Function:** Provide telephone assistance and general information to university offices, faculty, staff, students, and local, regional, national, and international callers. Operate BSU radio communications. Monitor systems and respond to service impacting events supported by the Operations Control Center (OCC) by following standardized procedures. Serve as essential personnel as needed.**Duties & Responsibilities:****1.** 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.**2.** Perform ERP checks, server walk-thru, follow documented procedures to complete preventative system health checks.**3.** Answer and direct incoming calls in an accurate, efficient, and profession manner, implementing exceptional customer service.**4.** Assist callers with questions after the Helpdesk closes on weeknights and over weekends; reset passwords and complete Duo Mobile resets as needed.**5.** 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.**6.** 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.**7.** 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.**8.** Monitor and provide security for Operations Control Center and data centers.**9.** Gather and analyze data to be used for training and staffing purposes. Train new, temporary, and student employees as needed.**10.** Serve as essential personnel during severe weather or university crisis situations.**11.** Assist Unified Communications technicians in testing lines and numbers during installations and repairs.**12.** Perform other related duties as assigned.**13.** Maintain regular and predictable attendance.**Minimum Qualifications:*** High school diploma or GED.* Over three months through one year of customer service and IT related experience.**Preferred Qualifications:*** Eighteen months of education or training beyond high school.* Over one year of related experience.* Previous Ball State work experience.**How to apply:**For inquiries, contact Sharee Davis, Operations Control Center Manager, at the following email address: [e-mail] list three professional references within the online application.Supporting Documents Upload Instructions:**Important: Do not use the Autofill feature when uploading your resume.**Please follow the upload instructions to attach the required supporting document listed below.**Required Document:*** Resume**Optional Document:*** Cover Letter**What we offer:**At Ball State University, we understand the importance of balancing professional responsibilities with personal well-being. That's why we offer paid 10 to 24 vacation days, 12 sick days, and 10 holidays a year. Plus, our paid parental leave (6 weeks) is there for life's most significant moments. We offer affordable health and dental insurance, robust long-term disability and life insurance plans, as well a range of retirement benefits to provide financial security to you and your family. These benefits ensure that you can focus on your work and personal growth without worrying about the unexpected.When you work for us, you are family. And to show our support of your family, we will cover 90 percent of your child's (or children's) undergraduate college tuition at Ball State. We do the same for you. In fact, we'll cover 100 percent of the tuition costs for you to earn your undergraduate degree and 80 percent of your graduate tuition. This offer is good from the very first day you start. It's just one way we do our part to uplift you.Let's fly together toward a secure and prosperous tomorrow.We have developed a that show you the value of our core benefits. Select the *Total Compensation Calculator - Staff* *(Exempt)* and download our calculator spreadsheet.There are about 3,000 full-time faculty and staff in the Ball State University work family. Each brings unique gifts to help us be the kind of institution we want to be. In return, we do our best to take care of them through comprehensive medical and dental plans, a Health Savings Account (which we contribute to), and a whole range of wellness, retirement, and other benefits like covering the cost of tuition at Ball State for you and your family. **We can offer you more.**