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IT Help Desk Customer Support Representative I- IE

Position Details

Position Information

Working Title IT Help Desk Customer Support Representative I- IE
Posting Number J1086
Position Type Institutional Employment
Position Status Part Time
College/Division Information Technology
Department 100123 - IT - Computing Support
Pay Rate Hourly
Specify Range or Amount 7.80

Position Summary Information

General Information

Work as part of dynamic, customer service driven Information Technology Help Desk team to deliver consistent high quality computing support and service 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 strong customer service skills to maintain the highest levels of customer satisfaction
– Pursue continuous growth of technology and customer service skills and share knowledge with co-workers and customers; attend Fall mandatory Boot Camp and monthly mandatory student meetings
– Learn and provide basic problem-solving and service management, best practices that include: answering the phone before the 3rd ring or immediately greeting walk-in customers with a smile; logging all incidents, problems and requests; documenting steps/resolutions; and timely/accurate escalation of incidents upon approval by our internal Dispatch team
– Learn and demonstrate knowledge of JMU’s Recommended software, hardware and campus-wide applications and systems
– Learn and demonstrate knowledge of – and adherence to – all Help Desk Standard Operating Procedures; arrive at work 5 minutes before your shift, submit timely and accurate work hours, contribute to our dynamic customer service driven team, ect.
– Other duties as assigned


Strong work ethic, customer service, active listening, communication, questioning and interpersonal skills; a desire to learn; a basic level of technology skills with computer hardware, operations systems (PC and Mac), and mobile devices; an understanding of JMU recommended software applications (i.e. MS Office, Symantec Antivirus, Internet browsers) and campus-wide computing applications (i.e. MyMadison and Dukes email)

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).

Posting Detail Information

Posting Date 12/11/2017
Beginning Review Date 01/22/2018
Closing Date 02/02/2018
Open Until Filled
Proposed Starting Date 08/16/2018
EEO Statement

James Madison University is an equal opportunity employer 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, 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 Request

If you are a student with a disability and need assistance please contact the Office of Disability Services at (540) 568-6705 or You may also visit the Office of Disability Services, located in the Student Success Center, Suite 1202 and they will be happy to assist you.

Annual Security and Annual Fire Safety Report
Minimum Reference(s) Required
Quick Link for Direct Access to Posting
Additional Posting Information

Documents Needed to Apply

Required Documents
Optional Documents
  1. Cover Letter
  2. Resume

Supplemental Questions

Required fields are indicated with an asterisk (*).