Ball State Information and IT OCC Representative

Ball State University; United States; On-site; USD 17,000 - 19,000; Full time

Benefits offered by this job

Paid vacation days

Sick days

Holidays

Parental leave

Tuition assistance

Job summary

Ball State University is seeking an OCC Representative to join the Information and IT department. You will provide telephone assistance to university offices, monitor systems, and respond to outages in the Operations Control Center.

This on-campus role requires strong customer service and IT basics, with evening shifts and a second-shift premium. Start date is 11/09/2026 and compensation is hourly.

Qualifications

• High school diploma or GED.
• 3 months to 1 year of customer service and IT-related experience.
• Preferred: 18 months of education beyond high school.
• Preferred: Over 1 year of related experience.
• Ball State work experience preferred.

Responsibilities

• Provide telephone assistance and information to university offices, faculty, staff, students, and callers.
• Monitor IT systems and respond to service outages.
• Operate BSU radio communications and relay information to maintenance and police.
• Assist callers with questions after Helpdesk hours; reset passwords and Duo resets.
• Maintain knowledge of campus events and BSU activities.
• Respond to system alarms and coordinate problem resolution.
• Monitor and secure the OCC and data centers.
• Train new and temporary employees.
• Serve as essential personnel during severe weather or university crises.
• Assist Unified Communications technicians during installations.
• Maintain regular attendance.

Skills

Customer service

IT support

Telephone support

Communication

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.

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.

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.

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.

Goodness requires action to grow. We're dedicated to doing our part to keep goodness growing in Muncie, at our university, and as far beyond as possible. That's where you come in. When you join our team, you become part of goodness in action. Our main priority: uplifting students so they can discover their full potential. This is how we fly.

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.

Where you live matters just as much as where you work. We get it. That's why we've invested since the very beginning in making our hometown work. On campus, find state-of-the-art facilities and one-of-a-kind arts and cultural events. In Muncie, you'll find a warm and welcoming community with affordable housing and a vibrant downtown arts, food, and music scene. What could be better? You here - for starters.

Ball State University is an equal opportunity employer. All qualified applicants will receive equal consideration for employment without regard to race, religion, color, sex (including pregnancy), sexual orientation, gender identity or gender expression, disability, genetic information, ethnicity, national origin or ancestry, age, protected veteran status, or any legally protected status. Ball State provides accommodations to qualified individuals with disabilities who can perform the essential functions of the position. Contact Melissa Rubrecht, Director of Employee Relations, at 765-285-1823 for assistance.

People and Culture Services Administration Building (AD), Room G008 2000 University Avenue Muncie, IN 47306 8:00 a.m.-5:00 p.m. Monday-Friday Phone: [phone] Fax: [phone]