Working Title: Customer Support Specialist

State Role Title:Information Technology Specialist I

Position Type:Full-time Staff (Classified)

Position Status: Full-Time

College/Division: Information Technology

Department: 100123 - IT - Computing Support

Pay Rate:Maximum Starting

Beginning Review Date:

Specify Range or Amount: $46,330

Is this a JMU only position?No

Is this a grant-funded position?No

Is this a Conflict of Interest designated position?No

About JMU:

James Madison University is a publicly funded university with a beautiful campus and a supportive community that is committed to preparing students for the future. The university offers excellent comprehensive benefits which include paid vacation, sick, parental, and community service leave in addition to 19 paid holidays a year; affordable health insurance; retirement through the Virginia Retirement System. We also offer a work-life balance and integration program, Balanced Dukes, that is designed to support the overall wellbeing of our employees and a Tuition Waiver Program that allows employees to have tuition waived for undergraduate and graduate level courses taken at JMU.

Visit our Prospective Employee site to learn more about what makes JMU a great place to work: bit.ly/JMUEmployment

General Information:

The IT Help Desk at James Madison University is accepting applications for 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.

Duties and Responsibilities:

• 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

Qualifications:

• Demonstrated experience in troubleshooting computer operating systems (Windows and macOS), browsers, and applications (Office 365 Suite, chat and collaboration tools, remote desktop management, etc.)
• Demonstrated knowledge of hardware configurations (Dell/ Apple)
• Basic knowledge of network concepts, connectivity and remote access tools/applications
• Exceptional customer service skills with a willingness to help
• 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
• Proven technical troubleshooting skills and experience working in a technical help desk/support center environment
• Experience working in a team-oriented, collaborative, knowledge-sharing environment with minimal supervision
• Adaptable, self-motivated worker with the ability to multitask and adapt to change

Conditions of Employment:

Employment is contingent upon the successful completion of a criminal background check.

E-Verify Notice: After accepting employment, new hires are required to complete an I-9 form and present documentation of their identity and eligibility to work in the United States. James Madison University uses the E-Verify system to confirm identity and work authorization.

Additional Posting Information:

EEO Statement:

James Madison University is committed to creating and supporting a diverse and inclusive work and educational community that is free of all forms of discrimination. This institution does not tolerate discrimination or harassment on the basis of age, color, disability, gender identity or expression, genetic information, national origin, parental status, political affiliation, race, religion, sex, sexual orientation or veteran status.

We promote access, inclusion and diversity for all students, faculty, staff, constituents and programs, believing that these qualities are foundational components of an outstanding education in keeping with our mission. The university is interested in candidates whose experience and qualifications support an ongoing commitment to this core quality.

Anyone having questions concerning discrimination should contact the Office for Equal Opportunity: (540) 568-6991.

Reasonable Accommodation:

If you are an individual with a disability and need assistance searching or applying for jobs please contact us at (540) 568-3597 or jobs@jmu.edu. You may also visit the JMU Human Resource Office, located at 752 Ott Street, Harrisonburg, VA 22807 and we will be happy to assist you.