IT Help Desk Customer Support Representative - IE

James Madison University

Harrisonburg, VA

ID: 7085293
Posted: September 14, 2021
Application Deadline: Open Until Filled

Job Description

General Information
Become part of a dynamic, customer service-driven IT Help Desk team to deliver consistent, high-quality computing support to the JMU Community
Duties and Responsibilities
- Enable the JMU community of applicants, students, alumni, faculty, staff, and affiliates to continue performing at the highest possible level
- Provide the strongest customer service skills to maintain the highest levels of customer satisfaction
- Pursue continuous growth in technology, customer service skills, and share knowledge with coworkers and customers
-Provide basic problem-solving and service management; learn best customer service practices, which include: answering the phone promptly and/or immediately greeting walk-in customers with a smile; logging all service incidents, problems and requests; documenting steps/resolutions; timely and accurate escalation of incidents upon approval by full-time staff
- Demonstrate knowledge of JMU’s recommended software, hardware, and campus-wide applications/systems
- Demonstrate knowledge of, and adherence to, all Help Desk Standard Operating Procedures (SOPs); adhere to posted work hours, contribute to our dynamic team, etc.
- Other duties as assigned
-A strong work ethic, customer service skills, active listening, communication, interpersonal skills; a desire to learn and ask effective questions;
-A basic level of technical knowledge, including; computer hardware/software, operations systems (PC and Mac), and mobile devices;
-An understanding of JMU recommended software and applications (i.e. Office 365, Duo Two-factor Authentication (MFA), Webex, Zoom, various Internet browsers) and campus-wide computing applications (i.e. MyMadison, Canvas, Dukes email, etc.)
-The ability to coordinate with co-workers and management on independent tasks to ensure that department needs (such as proper staffing) are accounted for throughout the semester
-Students must be able to work a minimum of 8 hours/week for the fall and spring semesters (summer employment also available) during IT Help Desk hours (
Conditions of Employment
Students must be degree-seeking students, enrolled on at least a half-time basis (6 credits for undergraduate and 5 credits for graduate).


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