IT Operations Coordinator

Ball State University•Muncie, IN

1d•$17 - $18•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, 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.

Requirements

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.
Current authorization to be employed in the United States without employer sponsorship.

Nice To Haves

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

Responsibilities

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).
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.
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.
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 escalate issues per pre-established guidelines. Manage and complete problem reports and support tickets via the ServiceNow system.
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.
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.
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.
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.
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.
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.
Maintain the operational environment and procure needed supplies for the OCC and Information Representatives.
Serve as essential personnel; perform other related duties as assigned.
Maintain regular and predictable attendance.

Benefits

10 to 24 vacation days
12 sick days
10 holidays a year
6 weeks paid parental leave
Affordable health insurance
Affordable dental insurance
Robust long-term disability insurance
Life insurance
Range of retirement benefits
90 percent of child's (or children's) undergraduate college tuition at Ball State
100 percent of tuition costs for you to earn your undergraduate degree
80 percent of your graduate tuition