Customer Support Specialist - IT

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: $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,…