PT Ball State Information and IT OCC Representative

Ball State University; Muncie (IN); On-site; USD 17,000 - 19,000; Part time

Job summary

Ball State University is seeking a part-time Information and IT OCC Representative for the Operations Control Center. This 2nd shift, on-campus role provides visitors with information, monitors systems, handles outages, and keeps the campus online and connected.

Responsibilities include assisting callers, performing health checks, and supporting maintenance teams. A high school diploma and 3+ months of customer service experience are required; preference given to prior Ball State or call center

Qualifications

• High school diploma or GED.
• Over three months through one year of customer service experience.
• Preferred: Previous call center or Ball State work experience.

Responsibilities

• Provide telephone assistance and general information to university offices, faculty, staff, students, and callers.
• Perform ERP checks and server walk-thru; follow documented procedures for preventative system health checks.
• Answer and direct incoming calls in a professional manner with strong customer service.
• Assist callers with questions after Helpdesk hours; reset passwords and complete Duo Mobile resets as needed.
• Operate BSUradio communications and relay information to maintenance and police personnel; maintain a log of radio calls.
• Monitor campus events and BSU affiliated activities using Ball State web pages and calendars.
• Respond to and address system alarms and failures following standard procedures; escalate as needed.
• Maintain security for Operations Control Center and data center.
• Train new and temporary staff and student workers.
• Serve as essential personnel during severe weather or university crises.
• Assist Unified Communications technicians during installations and repairs.

Skills

Customer service

Communication

Problem solving

Education

High school diploma or GED

Tools

BSUradio

ERP checks

Duo Mobile

Job description

Position Title: PT Ball State Information and IT OCC Representative

Compensation: $12.65 - 13.69

Department: Telephone Services

Start Date: 10/19/2026

About this opportunity:

Join Ball State's Operations Control Center (OCC) as a part-time, 2nd shift Information and IT operator! In this crucial 24/7 role as a Ball State Information and IT Representative, you'll provide visitors with accurate information and welcoming directions, monitor vital systems, handle outages, and ensure our campus stays online and connected. Ready to make a real impact?

Work Shift Schedule: Hours are as follows, with a $0.50 per hour second-shift premium.
Thursday-Friday 3:30 pm - 7:30 pm
Saturday 9:00 am - 6:00 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:

• 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 ERPchecks, server walk-thru, follow documented procedures to complete preventative system health checks.
• 3. Answer and direct incoming calls in an accurate, efficient, and professional 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 BSUradio communication system for critical and non-critical situations. Relay work information to maintenance, University Police, custodial and housing personnel and maintain a log of all radio calls.
• 6. Continually maintain a working knowledge of events occurring on BSUCampus andBSUaffiliated 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 the primary data center in Robert Bell Building.
• 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 experience.

Preferred Qualifications:

• Previous call center or Ball State work experience.