Working Title: Customer Support Specialist (Part-Time, Two Positions)

State Role Title: Information Technology Specialist I

Position Type: Part-time - Wage / Part-time Salaried

Position Status: Part-Time

FLSA Status: Non-Exempt: Eligible for Overtime

College/Division: Information Technology

Department: 100123 - IT - Computing Support

Pay Rate: Hourly

Specify Range or Amount: $20.63

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: 1/2/2025

About JMU:

JMU is a publicly funded university with a beautiful campus and a supportive community that is committed to preparing students for the future. JMU offers several perks to all employees including:
• A Tuition Waiver Program that allows employees to have tuition waived for undergraduate and graduate level courses taken at JMU.
• Free Access to the University Recreation Center (UREC): Employees can enjoy facility access and program registration privileges at UREC and University Park. This includes the climbing wall, equipment centers, and group exercise studios.
• A variety of voluntary benefits such as Pet Insurance, Identity Theft and Legal Protection Plans, and several other supplemental benefits.
• Holiday Breaks: The university is granted 12 holidays a year.
• Talent Development Trainings: The Talent Development department offers a wide variety of personal and professional trainings, eligible for all employees to join.

Visit our Benefits site to learn more about the benefits that James Madison University offers to part-time employees!

General Information:

The IT Help Desk at James Madison University is accepting applications for two part-time Customer Support Specialist positions. 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.

This position will be a year-round, part-time position working an average of 20-25 hours per week over the course of a calendar year. Part-time employees are not eligible for benefits. This position is primarily customer-facing, and is not eligible for telework at this time.

Duties and Responsibilities:

• Provide 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.
• Assist in troubleshooting both hardware and software concerns on JMU-Owned devices/printers as well as personal devices.
• As needed, will receive incoming calls and support the Help Desk’s front desk.
• Work with full-time staff, internal IT and other areas of JMU to expand their knowledge and resolve issues or concerns.
• Develop technical knowledge, documentation, and assists internal IT in the testing of new technologies, projects.
• Be available for after-hours support and on occasion, during holiday and/or exceptions to standard operational Help Desk hours to assist in special activities, volumes, product launches, etc.
• Other duties and responsibilities as required.

Qualifications:

Required Qualifications:
• Experience in troubleshooting desktop operating systems (Windows and macOS), web browsers, and applications (Microsoft Office 365 email & clients, chat and collaboration tools)
• Knowledge of basic hardware configurations (Dell and Apple)
• Experience working in a team-oriented environment without the need of direct supervision
• Ability to learn quickly learn and the willingness to explore new technologies
• Excellent customer service skills
• Strong willingness and desire to work within a team
• Strong written and oral communication skills, with the ability to present ideas and training in user-friendly language
• Adaptable, self-motivated, and the ability to multitask and to work under pressure

Additional Posting Information:

Conditions of Employment:  

Employment is contingent upon the successful completion of a criminal background check.

This is a part-time wage position working up to an average of 29 hours per week over the course of a calendar year with no benefits.

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.

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.

Reasonable Accommodation:

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.