Ball State Information and IT OCC Representative

Ball State University; Muncie (IN); On-site; USD 26,000 - 28,000; Full time

Benefits offered by this job

Vacation days 10–24

Sick days 12

Holidays 10

Parental leave 6 weeks

Health insurance

Dental insurance

Retirement benefits

Tuition assistance

Job summary

Ball State University in Muncie, Indiana, is seeking a Ball State Information and IT OCC Representative to support callers and monitor BSU's critical IT systems from the Operations Control Center. You will respond to outages and coordinate resolution, while mentoring student staff.

This on-campus role offers shift hours Monday–Friday 3:00 pm–11:30 pm with a $0.50 premium, and opportunities to develop customer service and IT operations skills.

Qualifications

• High school diploma or GED.
• 3 months to 1 year of customer service and IT-related experience.
• Familiarity with help desk processes and IT systems.
• Ability to communicate clearly with diverse audiences.
• Willingness to mentor student employees.

Responsibilities

• Provide telephone assistance and information to internal and external callers.
• Monitor IT systems and respond to service-impacting events.
• Assist callers after Helpdesk hours; reset passwords and Duo resets as needed.
• Operate BSUradio and relay information to maintenance and University personnel.
• Maintain attendance and support on-campus Operations Control Center activities.

Skills

Customer service

IT knowledge

Communication skills

Education

High school diploma or GED

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 BSUradio 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:

• 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 ERPchecks, server walk-thru, follow documented procedures to complete preventative system health checks.
• Answer and direct incoming calls in an accurate, efficient, and profession 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 BSUradio 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 BSUaffiliated 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 and data centers.
• Gather and analyze data to be used 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.

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.

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.

Curious about our excellent benefits package?

We have developed a calculator that show you the value of our core benefits. Select the Total Compensation Calculator - Staff (Exempt) and download our calculator spreadsheet.