IT Operations Coordinator

Ball State University; Muncie (IN); On-site; USD 23,000 - 25,000; Full time

Benefits offered by this job

Paid vacation days

Paid sick days

Paid holidays

Parental leave

Health and dental insurance

Retirement benefits

Tuition assistance for employee and/or

Job summary

Ball State University is seeking an IT Operations Coordinator to manage the Operations Control Center, coordinate incident response, and supervise OCC student staff ensuring 24/7 monitoring of BSU's critical IT systems.

You will coordinate alerts, report on status, and work with multiple teams to resolve issues promptly while maintaining security and operational standards.

Qualifications

• Minimum one year of experience in a front-facing customer service field.
• Good written and verbal communication skills.

Responsibilities

• Respond to IT incidents and coordinate resolutions from the Operations Control Center (OCC).
• Supervise OCC student employees to ensure 24/7 monitoring coverage.
• Monitor ServiceNow requests and other status systems to identify and resolve issues.
• Coordinate security access reviews and maintain documentation.
• Provide utilization reporting and data analysis for project outcomes.
• Assist with training and policy documentation for OCC staff.

Skills

Customer service

Communication skills

Education

Associate's degree or equivalent

Bachelor's degree (preferred)

Job description

Position Title

IT Operations Coordinator

Compensation

$16.50 - 17.84

Department

VP for Information Technology_E

Start Date

09/21/2026

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, responding to IT system outages and coordinating those resolutions. You'll also be responsible for supervising talented OCC students to provide 24/7 coverage in monitoring BSU's critical IT systems. Come join our team; apply today.

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

Coordinate the timely response, reporting, and monitoring to all campus-wide IT incidents and problems; provide physical security over-sight and auditing; provide initial response and resolution of technical issues within the Operations Control Center (OCC); provide oversight, training, and guidance forOCCstudent employees; provide utilization reporting from the Webex system; maintain the operational environment and needed supplies within theOCC; act as Operations liaison between internal and external departments.

Duties & Responsibilities

1. Monitor, analyze, and troubleshoot ServiceNow requests and trouble tickets, console messages, and wall monitors using standard protocols for local and hosted systems, includingERPSystems via multiple consoles (ServiceNow, PRTG, UC4, IT System Status Page, Site 24 X 7, LobbyGuard).

2. Respond to and take corrective action in response to system messages and failures by determining technical priorities based on set standards and documented procedures. Use vendor manuals and other documentation to report and/or resolve problems. Contact and communicate job and/or systems status with Enterprise Information System Services (EISS) and other support personnel.

3. Perform monthly/quarterly security reviews of physical access to critical IT spaces, specifically Robert Bell (RB) Data Center & Burkart Building (BB). Coordinate with Key Control in generating access log reports for each site and reviewing them against the RB and BB Kiosks, and/or log sheets for discrepancies. Provide summary report to management for review and subsequent action.

4. Gather information that impacts theOCCand coordinate the resolution of technical issues with support teams such as the System team and/or theUTSHelp Desk and elevate issues per pre-established guidelines. Manage and complete problem reports and support tickets via the ServiceNow system.

5. Hire, train, and superviseOCCstudent workers; includes coordinating enhanced security access, scheduling, planning, recommending, and implementing policies and procedures. Maintain up-to-date Student Manuals on OneDrive while assuring they provide 24/7 coverage and excellent customer service.

6. Analyze, respond to, and initiate technical troubleshooting and resolution for hardware device malfunctions and system alarms within the data centers so corrective action can be determined. Contact and effectively communicate with departments/vendors via phone and email to resolve hardware issues.

7. Work with the Operations Control Center Manager to develop, create, and administer technical policies and procedures and solution documentation for theOCC; consult withOCCmembers concerning problem areas and find solutions. Provide utilization reporting from the Webex system. Fill in as needed in the absence of the Operations Control Center Manager.

8. Manage and maintain PRTG monitored devices and the IT System Status Page website providing real-time system availability for critical IT System Status. Assist in the review of documented customer issues to allow forERPSupport to create solutions and future enhancements.

9. Work with staff, faculty, and departments to promote better communications and customer service via theBSUInformation Representative andOCCstudents. Collect, analyze, and report data to document project outcomes; generate and present reports using standard formats and graphical summaries; provide training and technical assistance as needed to implement project activities.

10. Backup Ball State Information Representative who provides telephone assistance and general information to university offices, faculty, staff, students, and local, regional, national, and international callers as needed.

11. Maintain the operational environment and procure needed supplies for theOCCand Information Representatives.

12. Serve as essential personnel; perform other related duties as assigned.

13. Maintain regular and predictable attendance.

Minimum Qualifications

• Associate's degree or equivalent.
• At least one year of related experience in a forward-facing customer service field.
• Good written and verbal communication skills.
  

Preferred Qualifications

• Bachelor's degree in computer technology, business administration, social science, information technology, or related field.
• Additional years of related experience.

What we offer

• Paid 10 to 24 vacation days.
• Paid 12 sick days.
• Paid 10 holidays a year.
• Paid parental leave (6 weeks).
• Affordable health and dental insurance.
• Robust long-term disability and life insurance plans.
• Range of retirement benefits to provide financial security to you and your family.
• Cover 90 percent of your child's (or children's) undergraduate college tuition at Ball State.
• Cover 100 percent of the tuition costs for you to earn your undergraduate degree.
• Cover 80 percent of your graduate tuition.

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.