PT Ball State Information and IT OCC Representative

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.

How to apply:

For inquiries, 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:

• Resume

Optional Document:

• Cover Letter