Customer Support Specialist - IT
About The Position
The IT Help Desk at James Madison University is hiring an on-site Customer Support Specialist to provide timely, consistent, high-quality technical support and customer service. The role supports applicants, students, faculty, staff, affiliates, and alumni so they can continue performing effectively. The position also helps coordinate daily Help Desk operations and supports the training and development of part-time Wage staff. Employment is contingent upon successful completion of a criminal background check. New hires must complete an I-9 and provide documentation of identity and U.S. work authorization; JMU uses E-Verify.
Requirements
- Demonstrated knowledge of Dell and Apple hardware configurations.
- Basic knowledge of network concepts, connectivity, and remote access tools or applications.
- Ability to quickly explore and learn new technologies and document as needed.
- Strong written and oral communication skills, including the ability to present ideas and training in user-friendly language.
- Sound judgment, decision-making, and problem-solving skills.
- Experience working in a team-oriented, collaborative, knowledge-sharing environment with minimal supervision.
Nice To Haves
- Demonstrated experience troubleshooting Windows and macOS operating systems, browsers, and applications such as Office 365, chat and collaboration tools, and remote desktop management.
- Proven technical troubleshooting skills and experience in a technical help desk or support center environment.
- Adaptable, self-motivated worker able to multitask and adapt to change.
- Exceptional customer service skills and a willingness to help.
Responsibilities
- Serve as the customer’s advocate and liaison within IT and other campus areas.
- Act as a technical resource, mentor, and educator for the JMU community.
- Provide direction, leadership, supervision, and support for daily operations of part-time Wage staff, coordinating with other Customer Support Specialists and JMU IT teams.
- Develop and maintain internal and external knowledge articles and documentation for the Help Desk team and the JMU community.
- Assist with training and continued education for part-time Wage staff in collaboration with other Customer Support Specialists.
- Develop technical knowledge and test new technologies and services in support of IT projects and the JMU community.
- Perform other duties as assigned.
Benefits
- Paid vacation leave
- Paid sick leave
- Paid parental leave
- Paid community service leave
- 19 paid holidays annually
- Health insurance options
- Retirement benefits through the Virginia Retirement System
- Balanced Dukes employee wellness and work-life integration resources, events, and support
- Tuition waiver for undergraduate and graduate courses taken at JMU
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
