Customer Support Specialist - IT

Commonwealth of VA Careers; Harrisonburg (VA); On-site; USD 46,000 - 49,000; Full time

Benefits offered by this job

Health insurance

Paid vacation & holidays

Tuition waiver

Job summary

James Madison University’s IT Help Desk is seeking a Customer Support Specialist to provide timely, high-quality technical support to applicants, students, faculty, staff, affiliates and alumni on-site.

The role focuses on serving as a customer advocate, delivering hands-on assistance, and collaborating with IT teams to resolve issues and improve knowledge resources. An emphasis on clear communication and teamwork is essential.

Qualifications

• Knowledge of computer hardware configurations (Dell/Apple) and peripheral devices.
• Basic understanding of network concepts, connectivity and remote access tools/applications.
• Ability to quickly explore and learn new technologies with good documentation.
• Strong written and verbal communication, able to explain technical topics in user-friendly language.
• Demonstrated sound judgment, decision-making and problem-solving abilities.
• Experience in team-oriented, collaborative environments with minimal supervision.

Responsibilities

• Serve as the customer’s advocate and liaison within IT and campus units.
• Act as a technical resource, mentor, and educator for the JMU community.
• Provide direction and support for daily operations of Wage staff, coordinating with CSS and IT teams.
• Develop and maintain internal and external knowledge articles and documentation for Help Desk staff.
• Assist in training Wage staff and collaborating with other CSS colleagues.
• Develop technical knowledge and test new technologies for IT projects and community support.
• Perform other duties as assigned.

Skills

Hardware knowledge

Networking concepts

Quick learner

Communication skills

Problem solving

Team player

Tools

Office 365

Remote desktop

Web browsers

Chat tools

Job 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:4

Pay Rate:Pay Range

Specify Range or Amount: $46,000 - $49,291

Is this a JMU only position? No

Is this a grant-funded position? No

Is this a Conflict of Interest designated position? No

Beginning Review Date: 11/5/2026

About JMU

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.

Why Work at JMU?

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

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

Additional Posting Information

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: [phone].

Reasonable Accommodation

If you are an individual with a disability and need assistance searching or applying for jobs please contact us at [phone] or [e-mail]. 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.