IT Help Desk Specialist: Customer Support & Training

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

Benefits offered by this job

Generous Leave

Comprehensive Health Coverage

retirement options

Employee Well-Being programs

Tuition Waiver Program

Job summary

James Madison University’s IT Help Desk is seeking a Customer Support Specialist - IT for an on-site, full-time position. You will deliver timely, high-quality technical support to university applicants, students, faculty, staff, and alumni, acting as the advocate for customers within IT and beyond.

You will guide part-time Wage staff, create knowledge articles, and assist in training while expanding your technical knowledge and testing new services for IT projects across the JMU community.

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 environment with minimal supervision.

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 direction, leadership, supervision, and support for daily operations for part-time Wage staff, coordinating with CSS and IT teams.
• Develops and maintains internal and external knowledge articles and documentation for the Help Desk.
• Assists in training and continued education of part-time Wage staff in collaboration with CSS.
• Develops technical knowledge and tests new technologies and services in support of IT projects and the JMU community.
• Other duties as assigned.

Skills

Hardware configurations

Networking concepts

Learning new technologies

Communication skills

Problem solving

Team collaboration

Job description

James Madison University’s IT Help Desk is seeking a Customer Support Specialist - IT for an on-site, full-time position. You will deliver timely, high-quality technical support to university applicants, students, faculty, staff, and alumni, acting as the advocate for customers within IT and beyond.

You will guide part-time Wage staff, create knowledge articles, and assist in training while expanding your technical knowledge and testing new services for IT projects across the JMU community.