Customer Support Specialist - IT

The IT Help Desk at James Madison University is accepting applications for an on-site Customer Support Specialist. This position provides timely, consistent, high-quality technical support and customer service to enable applicants, students, faculty, staff, affiliates and alumni of James Madison University to continue performing at the highest possible level., * Serves as the customer’s advocate and liaison within IT and other areas throughout campus

• Serves as a technical resource, mentor, and educator for the JMU Community
• Provides effective direction, leadership, supervision, and support for the daily operations for part-time Wage staff, while coordinating with other Customer Support Specialists (CSS) and JMU IT teams
• Develops and maintains internal and external knowledge articles and documentation for the Help Desk team and the JMU Community
• Assists in the training and continued education of the part-time Wage staff, working in collaboration with other Customer Support Specialists (CSS)
• Develops technical knowledge and tests new technologies and services in support of IT projects and the JMU community
• Other duties as assigned

• Demonstrated knowledge of hardware configurations (Dell/ Apple)
• Basic knowledge of network concepts, connectivity and remote access tools/applications
• Ability to quickly explore and learn new technologies, documenting as-needed
• Strong written and oral communication skills with 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

Additional Considerations:

• Demonstrated experience in troubleshooting computer operating systems (Windows and macOS), browsers, and applications (Office 365 Suite, chat and collaboration tools, remote desktop management, etc.)
• Proven technical troubleshooting skills and experience working in a technical help desk/support center environment
• Adaptable, self-motivated worker with the ability to multitask and adapt to change
• Exceptional customer service skills with a willingness to help

We offer a comprehensive benefits package designed to support your professional journey and personal wellbeing:

• Generous Leave: Enjoy paid vacation, sick leave, parental leave, community service leave, and 19 paid holidays annually.
• Comprehensive Health Coverage: Access high-quality health insurance options that fit your needs.
• Retirement Options: Plan for your future with retirement benefits through the Virginia Retirement System.
• Employee Well-Being: Our Balanced Dukes program promotes wellness and work-life integration through resources, events, and support.
• Tuition Waiver Program: Advance your education with our tuition waiver program for undergraduate and graduate courses taken at JMU.

At JMU, we believe in Being the Change - and that starts with creating an environment where you can grow, contribute meaningfully, and feel supported every step of the way.

Discover what makes JMU a great place to work: bit.ly/JMUEmployment

At James Madison University (JMU), we’re more than just a publicly funded institution - we’re a vibrant, welcoming community located on a stunning campus where innovation, collaboration, and personal growth thrive. Our mission is to prepare students for a bright future, and we believe that starts with supporting the people who make it all possible: our employees.