IT Operations Coordinator

What you'll do and what you'll bring:

Position Function: Coordinate the timely response, reporting, and monitoring to all campus-wide IT incidents and problems; provide physical security over-sight and auditing; provide initial response and resolution of technical issues within the Operations Control Center (OCC); provide oversight, training, and guidance for OCC student employees; provide utilization reporting from the Webex system; maintain the operational environment and needed supplies within the OCC; act as Operations liaison between internal and external departments.

Duties & Responsibilities:

1. 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).

2. 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.

3. 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.

4. 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.

5. 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.

6. 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.

7. 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.

8. 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.

9. 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.

10. 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.

11. Maintain the operational environment and procure needed supplies for the OCC and Information Representatives.

12. Serve as essential personnel; perform other related duties as assigned.

13. Maintain regular and predictable attendance.

Minimum Qualifications:

• 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.

Preferred Qualifications:

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

How to apply:

For inquiries, please contact:

Sharee Davis, Operations Control Center Manager, at the following email address: sbconatser@bsu.edu

Please list three professional references within the online application.

Supporting Documents Upload Instructions:

Important: Do not use the Autofill feature when uploading your resume.

Please follow the upload instructions to attach the required supporting document listed below.

Required Document:

• Cover Letter

Optional Document:

• Resume

What we offer:

At Ball State University, we understand the importance of balancing professional responsibilities with personal well-being. That's why we offer paid 10 to 24 vacation days, 12 sick days, and 10 holidays a year. Plus, our paid parental leave (6 weeks) is there for life's most significant moments. We offer affordable health and dental insurance, robust long-term disability and life insurance plans, as well a range of retirement benefits to provide financial security to you and your family. These benefits ensure that you can focus on your work and personal growth without worrying about the unexpected.

When you work for us, you are family. And to show our support of your family, we will cover 90 percent of your child's (or children's) undergraduate college tuition at Ball State. We do the same for you. In fact, we'll cover 100 percent of the tuition costs for you to earn your undergraduate degree and 80 percent of your graduate tuition. This offer is good from the very first day you start. It's just one way we do our part to uplift you.

Let's fly together toward a secure and prosperous tomorrow.

Curious about our excellent benefits package?

We have developed a calculator that show you the value of our core benefits. Select the Total Compensation Calculator - Staff (Exempt) and download our calculator spreadsheet.