What are the responsibilities and job description for the Customer Support Specialist position at James Madison University?
Position Number 2066 Posting Number S3420 State Role Title Information Technology Specialist I Position Type Wage Position Status Part Time FLSA Status Non-Exempt: Eligible for Overtime College/Division Information Technology Department 100123 - IT - Computing Support Pay Band 4 Pay Rate Hourly Specify Range or Amount $19.64 per hour Is this a JMU Only position? No Is this a grant-funded position? No Is this a Conflict of Interest designated position? No
Position Summary Information
General Information
The Information Technology Help Desk at James Madison University is accepting applications for a part-time Customer Support Specialist position. This position provides timely, consistent high- quality technical support and service to enable applicants, students, faculty, staff and affiliates to continue performing at the highest possible level.
This position will work an average of 20-25 hours per week over the course of a calendar with no benefits.
JMU offers excellent competitive comprehensive benefits (including generous leave and holiday leave, affordable health insurance, retirement, etc.), and a work-life balance and integration program, Balanced Dukes, that is designed to support and enhance the overall wellbeing of our faculty and staff.
JMU offers excellent competitive comprehensive benefits (including generous leave and holiday leave, affordable health insurance, retirement, etc.), and a work-life balance and integration program, Balanced Dukes, that is designed to support and enhance the overall wellbeing of our faculty and staff.
Our Tuition Waiver Program supports the university’s commitment to employee personal and professional development. The Tuition Waiver Program allows employees to have tuition waived for courses taken at JMU at both the undergraduate and graduate levels.
Visit our Prospective Employee site to learn more about what makes James Madison University a great place to work!
Duties and Responsibilities
- Provides consistent and high-quality customer service and technical support to maximize the operational performance of the JMU community
- Experience and utilize a wide variety of software and hardware to assist in supporting the JMU Community while resolving concerns
- Serves as a technical resource, mentor, trainer, and point-of-contact for the Student Employee Customer Support Representatives
- Develops and maintains knowledgebase articles and technical documentation for the Help Desk team and the JMU Community
- As required, assist in troubleshooting both hardware and software concerns on both JMU-Owned devices/printers as well as personal devices
- As needed, will answer, and receive incoming calls, support the Help Desk’s front desk, assist in working one-on-one with JMU community to solve concerns
- Will work with Full-time staff, Internal IT and other areas of JMU to expand their knowledge and resolve community issues or concerns
- Develops technical knowledge, documentation, and assists internal IT in the testing of modern technologies, projects, and services in support of IT projects for the betterment of the JMU community
- At times, be available in the evenings after 5p and on rare occasions, during holiday and/or exceptions to standard operational Help Desk hours to assist in special activities, volumes, product launches, or other needs as they arise
- Other duties and responsibilities as required
Qualifications
Required:
- Experience in troubleshooting desktop operating systems (Windows and macOS), web browsers, and applications (Exchange/Office 365 email & clients, chat and collaboration tools)
- Knowledge of basic hardware configurations (Dell and Apple)
- Prior customer service skills with a fast-paced environment
- Strong written and oral communication skills, with the ability to present ideas and training in user-friendly language
Additional Considerations:
- Excellent interpersonal skills, with a focus on rapport building, listening, and questioning
- Willingness and the ability to document knowledge and share with others
- Adaptable, self-motivated, and the ability to multitask and to work under pressure
- Ability to learn quickly and the willingness to explore modern technologies
- Experience working in a team-oriented environment without the need of direct supervision
Condition(s) 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.
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.
Posting Detail Information
Posting Date
10/31/2023
Beginning Review Date
11/08/2023
Closing Date
Open Until Filled
Yes
Proposed Starting Date
01/02/2024
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: (540) 568-6991.
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: (540) 568-6991.
Reasonable Accommodation Request
If you are an individual with a disability and need assistance searching or applying for jobs please contact us at (540) 568-3597 or jobs@jmu.edu. 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.
Annual Security and Annual Fire Safety Report
Notice of Availability – Annual Security and Fire Safety Report
The Annual Security and Fire Safety Report contains information regarding campus security and personal safety including topics such as: crime prevention, the university police law enforcement authority, crime reporting policies, disciplinary procedures, protocols for the immediate notification of students and staff upon confirmation of a significant emergency on campus and other matters of importance related to security and safety. The report includes statistics for the most recent three-year period of reported crimes that have occurred on campus; in certain off-campus buildings or property owned or controlled by JMU or its affiliates; and on public property within or immediately adjacent to and accessible from the campus.
The Annual Security and Fire Safety Report includes campus housing fire statistics for the most recent three-year period, a description of each on-campus student housing facility fire safety system, the number of fire drills held during the previous calendar year, policies or rules on portable electrical appliances, smoking, and open flames in student housing; and procedures for student housing evacuation in the event of fire along with other fire safety information.
The JMU Annual Security and Fire Safety Report includes the Harrisonburg campus and the three overseas branch campuses; Florence, Antwerp, and London. It is available electronically
You can obtain a copy of any of this report by contacting the Office of Public Safety, MSC 6810, James Madison University, Harrisonburg, VA 22807 or request that a copy be mailed to you by calling (540)568-6769/6913.
The Annual Security and Fire Safety Report contains information regarding campus security and personal safety including topics such as: crime prevention, the university police law enforcement authority, crime reporting policies, disciplinary procedures, protocols for the immediate notification of students and staff upon confirmation of a significant emergency on campus and other matters of importance related to security and safety. The report includes statistics for the most recent three-year period of reported crimes that have occurred on campus; in certain off-campus buildings or property owned or controlled by JMU or its affiliates; and on public property within or immediately adjacent to and accessible from the campus.
The Annual Security and Fire Safety Report includes campus housing fire statistics for the most recent three-year period, a description of each on-campus student housing facility fire safety system, the number of fire drills held during the previous calendar year, policies or rules on portable electrical appliances, smoking, and open flames in student housing; and procedures for student housing evacuation in the event of fire along with other fire safety information.
The JMU Annual Security and Fire Safety Report includes the Harrisonburg campus and the three overseas branch campuses; Florence, Antwerp, and London. It is available electronically
You can obtain a copy of any of this report by contacting the Office of Public Safety, MSC 6810, James Madison University, Harrisonburg, VA 22807 or request that a copy be mailed to you by calling (540)568-6769/6913.
Minimum Reference(s) Required
3
Quick Link for Direct Access to Posting
https://joblink.jmu.edu/postings/15838
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