PT Ball State Information and IT OCC Representative

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

Benefits offered by this job

Second-shift premium $0.50/hour

On-campus role

Job summary

Ball State University is seeking a part-time Information and IT OCC Representative to join the Operations Control Center on the 2nd shift. You will provide visitors with accurate information, monitor critical systems, and respond to outages to keep campus services online.

This on-campus, 2nd shift role includes a $0.50 per hour premium and requires strong customer service skills, plus the ability to follow procedures and coordinate with campus partners.

Qualifications

• High school diploma or GED or equivalent required.
• 3+ months to 1 year of customer service experience.
• Preferred: prior call center or Ball State experience.

Responsibilities

• Provide prompt and courteous assistance and information to callers including directions, building locations, and emergency information.
• Perform system health checks and follow documented procedures for outages and maintenance.
• Answer and direct incoming calls professionally while delivering excellent customer service.
• Assist callers after Helpdesk hours; reset passwords and perform Duo Mobile resets as needed.
• Operate BSU radio communication system and relay information to maintenance and security staff.
• Maintain knowledge of campus events and BSU-affiliated activities via official channels.

Skills

Customer service

Communication

Education

High school diploma or GED

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.

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 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 BSU radio 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 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 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.

Job Culture and Benefits:

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]