IT Operations Coordinator

bsu; United States; On-site; USD 47,389,000 - 52,349,000; Full time

Job summary

Ball State University is seeking an IT Operations Coordinator to oversee the Operations Control Center (OCC) and coordinate the response to IT incidents across campus. The role includes supervising OCC student workers and ensuring 24/7 coverage for BSU’s critical IT systems.

The position requires at least one year of customer-facing experience and strong written and verbal communication, with a start date of 09/21/2026 and a compensation range of $16.50–$17.84 per hour.

Qualifications

• Associate’s degree or equivalent is required.
• At least one year in a forward-facing customer service role is required.
• Good written and verbal communication skills are required.

Responsibilities

• Coordinate timely response, reporting, and monitoring to campus IT incidents.
• Supervise OCC student workers to ensure 24/7 coverage and high service quality.
• Maintain security and auditing of critical IT spaces and log reports.
• Lead problem resolution with IT teams and vendors per guidelines.
• Provide training and guidance to OCC students and maintain up-to-date manuals.

Skills

Customer service

Written communication

Verbal communication

Education

Associate’s degree or equivalent

Bachelor’s degree in computer technology or related field

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. 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 for OCC student employees; provide utilization reporting from the Webex system; maintain the operational environment and needed supplies within the OCC; 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, including ERP Systems 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 the OCC and coordinate the resolution of technical issues with support teams such as the System team and/or the UTS Help Desk and elevate issues per pre-established guidelines. Manage and complete problem reports and support tickets via the ServiceNow system.
• 5. Hire, train, and supervise OCC student 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 the OCC; consult with OCC members 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 for ERP Support to create solutions and future enhancements.
• 9. Work with staff, faculty, and departments to promote better communications and customer service via the BSU Information Representative and OCC students. 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 the OCC and 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 a