Customer Support Specialist - IT

James Madison University • Harrisonburg, VA

2d • Onsite

About The Position

The IT Help Desk at James Madison University is seeking 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 at the highest possible level. The position also contributes to day-to-day Help Desk operations, staff training, documentation, and technology testing.

Requirements

• Demonstrated knowledge of hardware configurations, including Dell and Apple.
• Basic knowledge of network concepts, connectivity, and remote access tools or applications.
• Ability to quickly explore and learn new technologies and document them as needed.
• Strong written and oral communication skills, including the ability to present ideas and training in user-friendly language.
• Demonstrated 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 computer operating systems (Windows and macOS), browsers, and applications such as Office 365 Suite, chat and collaboration tools, and remote desktop management.
• Proven technical troubleshooting skills and experience working in a technical help desk or support center environment.
• Adaptable, self-motivated approach, with the ability 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 areas throughout campus.
• Serve as a technical resource, mentor, and educator for the JMU community.
• Provide direction, leadership, supervision, and support for the 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

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed