IT Help Desk Specialist — Customer Support

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

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.