Edtech.com's Summary

James Madison University is hiring a Customer Support Specialist - IT. The role staffs the university's IT Help Desk, giving technical support and customer service to applicants, students, faculty, staff, affiliates, and alumni and acting as their advocate within IT and across campus. The specialist also supervises and trains the Help Desk's part-time wage staff, working alongside the other Customer Support Specialists.

Highlights

Serve as the customer's advocate and liaison between the Help Desk, other IT teams, and areas across campus, and act as a technical resource, mentor, and educator for the JMU community.
Direct and support the daily operations of part-time wage staff, coordinating with the other Customer Support Specialists and JMU IT teams, and help train and develop those staff.
Write and maintain internal and external knowledge articles and documentation for the Help Desk team and the JMU community.
Learn and test new technologies and services in support of IT projects and the university community.
Demonstrated knowledge of Dell and Apple hardware configurations and basic knowledge of networking concepts, connectivity, and remote access tools, with the ability to document new technologies as you learn them.
Strong written and oral communication that presents ideas and training in user-friendly language, along with sound judgment, problem-solving skills, and experience working collaboratively with minimal supervision.
Experience troubleshooting Windows and macOS, browsers, and applications such as Office 365, chat and collaboration tools, and remote desktop management is a plus, as is experience in a technical help desk or support center.
Pay range of $46,000 to $49,291 for a full-time, on-site classified staff position that is eligible for overtime.

Customer Support Specialist - IT Full Description

Working Title:

Customer Support Specialist - IT

State Role Title:

Information Technology Specialist I

Position Type:

Full-time Staff (Classified)

Position Status:

Full-Time

FLSA Status:

Non-Exempt: Eligible for Overtime

College/Division:

Information Technology

Department:

100123 - IT - Computing Support

Pay Band:

Pay Range:

$46,000 - $49,291

Beginning Review Date:

11/5/2026

General Information:

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.

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:

Required Qualifications:

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

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.

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 [email protected]. 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.

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Customer Support Specialist - IT

Edtech.com's Summary

Customer Support Specialist - IT Full Description

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