Ball State Information and IT OCC Representative
Ball State
Muncie, IN
Full-time
Information Services / Technology (IT)
Posted on May 14, 2024
Posting Details
Position Information
Ball State is a great place to work! In fact, Forbes has ranked Ball State University as the fourth-best midsized employer—and the only recognized education institution—in the State of Indiana. Learn More
Any BSU employee, excluding Faculty and Temporary employees, applying for a staff or professional position will need to have been in their current role for at least 6 months at time of application. Learn More
Any BSU employee who is offered a final interview when applying for a staff or professional position will need to inform their current supervisor of the upcoming interview. Learn More
Position Title
Ball State Information and IT OCC Representative
About this Opportunity
If you possess excellent customer service skills and have a knack for IT (information technology) then you might want to consider applying to become the next Ball State Information & OCC Representative. The successful applicant will play a central role in providing telephone/chat assistance of general information to university offices, faculty, staff, students, local, regional, national, and international callers. As well as, assists with monitoring business critical systems and responding to and taking corrective action in response to system alarms and failures. Looking forward to meeting you!
Our Statement on Inclusiveness
At Ball State University, inclusiveness is one of the enduring values and informs all of our work. We define ‘inclusiveness' as a commitment ‘to respect and embrace equity, inclusion, and diversity in people, ideas, and opinions.' As such, this value incorporates a commitment to inclusive excellenceand freedom of expression.
Salary Grade
7
Wages Begin At
12.5
FLSA
Non-Exempt
Hrs/Week
40
Pre-Employment Screening
Requires successful completion of a background check.
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.
Minimum Education
High school diploma or GED.
Minimum Experience
Over three months through one year of customer service and IT related experience.
Minimum Other
Authorization to work in the US
Candidates for searches must have current authorization to be employed in the U.S. without employer sponsorship.
Preferred Education
Eighteen months of education beyond high school.
Preferred Experience
Over one year of related experience; previous Ball State University work experience.
Preferred Other
Position Title(s) Supervised
None
EEO Statement
Ball State University is an Equal Opportunity/Affirmative Action employer that is strongly and actively committed to diversity within its community. Women, minorities, individuals with disabilities and protected veterans are strongly encouraged to apply. All qualified applicants will receive equal consideration for employment without regard to race, color, ethnicity, religion, sex, sexual orientation, gender identity, gender expression, national origin, age, disability, protected veteran status or any other legally protected status.
About Ball State University
Ball State University is located in Muncie, Indiana, on an attractive campus 45 miles northeast of Indianapolis. Approximately 20,000 graduate and undergraduate students enroll in one of eight academic colleges that offer 270+ undergraduate and graduate programs. Many of our master's, doctoral, certificate, and specialist degrees rank among the best in the nation. We engage students in educational, research, and creative endeavors that empower our graduates to have fulfilling careers and meaningful lives enriched by lifelong learning and service, while we enhance the economic, environmental, and social vitality of our community, our state, and our world.
Live Near Your Work - If you are considering living near the Ball State area, please visit the following link to learn more about relocation and living in east central Indiana:
https://www.bsu.edu/about/live-near-your-work
There's more to discover IN Indiana! Visit the following link to learn more:
IN Indiana
Department
Telephone Services:120080
Department Information
Department Email or Phone Number
operator@bsu.edu
Duties & Responsibilities
Ranking
1
Job Duty
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.
Ranking
2
Job Duty
Perform ERP checks, server walk-thru, follow documented procedures to complete preventative system health checks.
Ranking
3
Job Duty
Answer and direct incoming calls in an accurate, efficient, and profession manner, implementing exceptional customer service.
Ranking
4
Job Duty
Assist callers with questions after the Helpdesk closes on week nights and over weekends; reset passwords and complete Duo Mobile resets as needed.
Ranking
5
Job Duty
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.
Ranking
6
Job Duty
Continually maintain a working knowledge of events occurring on BSUCampus and BSU affiliated activities by using Ball State web pages, calendars, department contacts, news articles, as well as Marketing and Communication postings.
Ranking
7
Job Duty
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.
Ranking
8
Job Duty
Monitor and provide security for Operations Control Center and data centers.
Ranking
9
Job Duty
Gather and analyze data to be used for training and staffing purposes. Train new, temporary, and student employees as needed.
Ranking
10
Job Duty
Serve as essential personnel during severe weather or university crisis situations.
Ranking
11
Job Duty
Assist Unified Communications technicians in testing lines and numbers during installations and repairs.
Ranking
12
Job Duty
Perform other related duties as assigned.
Ranking
13
Job Duty
Maintain regular and predictable attendance.
Posting Detail Information
Posting Number
202401466SF
Number of Vacancies
1
Desired Start Date
06/10/2024
Position End Date (if temporary)
Open Date
05/13/2024
Close Date
05/24/2024
Open Until Filled
No
Special Instructions Summary
Information for Applications Requiring a Cover Letter
In support of your application for this position, please prepare and submit a cover letter that describes how your qualifications and experiences align with the elements of the position description (or leadership profile). In your cover letter, please also describe how you have demonstrated a commitment to our University's enduring values, including inclusiveness, which we define as a commitment ‘to respect and embrace equity, inclusion, and diversity in people, ideas, and opinions.'
Supplemental Questions
Required fields are indicated with an asterisk (*).
Required Documents
Position Information
Ball State is a great place to work! In fact, Forbes has ranked Ball State University as the fourth-best midsized employer—and the only recognized education institution—in the State of Indiana. Learn More
Any BSU employee, excluding Faculty and Temporary employees, applying for a staff or professional position will need to have been in their current role for at least 6 months at time of application. Learn More
Any BSU employee who is offered a final interview when applying for a staff or professional position will need to inform their current supervisor of the upcoming interview. Learn More
Position Title
Ball State Information and IT OCC Representative
About this Opportunity
If you possess excellent customer service skills and have a knack for IT (information technology) then you might want to consider applying to become the next Ball State Information & OCC Representative. The successful applicant will play a central role in providing telephone/chat assistance of general information to university offices, faculty, staff, students, local, regional, national, and international callers. As well as, assists with monitoring business critical systems and responding to and taking corrective action in response to system alarms and failures. Looking forward to meeting you!
Our Statement on Inclusiveness
At Ball State University, inclusiveness is one of the enduring values and informs all of our work. We define ‘inclusiveness' as a commitment ‘to respect and embrace equity, inclusion, and diversity in people, ideas, and opinions.' As such, this value incorporates a commitment to inclusive excellenceand freedom of expression.
Salary Grade
7
Wages Begin At
12.5
FLSA
Non-Exempt
Hrs/Week
40
Pre-Employment Screening
Requires successful completion of a background check.
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.
Minimum Education
High school diploma or GED.
Minimum Experience
Over three months through one year of customer service and IT related experience.
Minimum Other
Authorization to work in the US
Candidates for searches must have current authorization to be employed in the U.S. without employer sponsorship.
Preferred Education
Eighteen months of education beyond high school.
Preferred Experience
Over one year of related experience; previous Ball State University work experience.
Preferred Other
Position Title(s) Supervised
None
EEO Statement
Ball State University is an Equal Opportunity/Affirmative Action employer that is strongly and actively committed to diversity within its community. Women, minorities, individuals with disabilities and protected veterans are strongly encouraged to apply. All qualified applicants will receive equal consideration for employment without regard to race, color, ethnicity, religion, sex, sexual orientation, gender identity, gender expression, national origin, age, disability, protected veteran status or any other legally protected status.
About Ball State University
Ball State University is located in Muncie, Indiana, on an attractive campus 45 miles northeast of Indianapolis. Approximately 20,000 graduate and undergraduate students enroll in one of eight academic colleges that offer 270+ undergraduate and graduate programs. Many of our master's, doctoral, certificate, and specialist degrees rank among the best in the nation. We engage students in educational, research, and creative endeavors that empower our graduates to have fulfilling careers and meaningful lives enriched by lifelong learning and service, while we enhance the economic, environmental, and social vitality of our community, our state, and our world.
Live Near Your Work - If you are considering living near the Ball State area, please visit the following link to learn more about relocation and living in east central Indiana:
https://www.bsu.edu/about/live-near-your-work
There's more to discover IN Indiana! Visit the following link to learn more:
IN Indiana
Department
Telephone Services:120080
Department Information
Department Email or Phone Number
operator@bsu.edu
Duties & Responsibilities
Ranking
1
Job Duty
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.
Ranking
2
Job Duty
Perform ERP checks, server walk-thru, follow documented procedures to complete preventative system health checks.
Ranking
3
Job Duty
Answer and direct incoming calls in an accurate, efficient, and profession manner, implementing exceptional customer service.
Ranking
4
Job Duty
Assist callers with questions after the Helpdesk closes on week nights and over weekends; reset passwords and complete Duo Mobile resets as needed.
Ranking
5
Job Duty
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.
Ranking
6
Job Duty
Continually maintain a working knowledge of events occurring on BSUCampus and BSU affiliated activities by using Ball State web pages, calendars, department contacts, news articles, as well as Marketing and Communication postings.
Ranking
7
Job Duty
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.
Ranking
8
Job Duty
Monitor and provide security for Operations Control Center and data centers.
Ranking
9
Job Duty
Gather and analyze data to be used for training and staffing purposes. Train new, temporary, and student employees as needed.
Ranking
10
Job Duty
Serve as essential personnel during severe weather or university crisis situations.
Ranking
11
Job Duty
Assist Unified Communications technicians in testing lines and numbers during installations and repairs.
Ranking
12
Job Duty
Perform other related duties as assigned.
Ranking
13
Job Duty
Maintain regular and predictable attendance.
Posting Detail Information
Posting Number
202401466SF
Number of Vacancies
1
Desired Start Date
06/10/2024
Position End Date (if temporary)
Open Date
05/13/2024
Close Date
05/24/2024
Open Until Filled
No
Special Instructions Summary
Information for Applications Requiring a Cover Letter
In support of your application for this position, please prepare and submit a cover letter that describes how your qualifications and experiences align with the elements of the position description (or leadership profile). In your cover letter, please also describe how you have demonstrated a commitment to our University's enduring values, including inclusiveness, which we define as a commitment ‘to respect and embrace equity, inclusion, and diversity in people, ideas, and opinions.'
Supplemental Questions
Required fields are indicated with an asterisk (*).
Required Documents
- Resume
- Cover Letter
- Undergraduate Transcripts
