Ball State Information and IT OCC Representative

Ball State University•Muncie, IN

5d•$13 - $14•Onsite

About The Position

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. Come join our team, apply today!

Requirements

High school diploma or GED.
Over three months through one year of customer service and IT related experience.
Current authorization to be employed in the United States without employer sponsorship.

Nice To Haves

Eighteen months of education or training beyond high school.
Over one year of related experience.
Previous Ball State work experience.

Responsibilities

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.
Perform ERP checks, server walk-thru, follow documented procedures to complete preventative system health checks.
Answer and direct incoming calls in an accurate, efficient, and profession manner, implementing exceptional customer service.
Assist callers with questions after the Helpdesk closes on weeknights and over weekends; reset passwords and complete Duo Mobile resets as needed.
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.
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.
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.
Monitor and provide security for Operations Control Center and data centers.
Gather and analyze data to be used for training and staffing purposes. Train new, temporary, and student employees as needed.
Serve as essential personnel during severe weather or university crisis situations.
Assist Unified Communications technicians in testing lines and numbers during installations and repairs.
Perform other related duties as assigned.
Maintain regular and predictable attendance.

Benefits

Paid 10 to 24 vacation days
12 sick days
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
90 percent of your child's (or children's) undergraduate college tuition at Ball State
100 percent of the tuition costs for you to earn your undergraduate degree
80 percent of your graduate tuition