Customer Support Specialist - IT

Customer Support Specialist - IT

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: $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, Comprehensive Health Coverage, Retirement Options, Employee Well-Being, Tuition Waiver Program. 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…