IT Service Desk Representative
6 hours ago
About the Role:
The Commonwealth of Virginia is seeking a highly skilled Customer Support Specialist to join our team. As a key member of our IT department, you will be responsible for providing exceptional technical support and customer service to our employees, students, and affiliates.
Key Responsibilities:
- Serve as the customer's advocate and liaison within IT and other areas throughout the organization
- Provide technical guidance, mentorship, and education to the JMU community
- Lead the daily operations of part-time Wage staff, coordinating with other Customer Support Specialists and JMU IT teams
- Develop and maintain internal and external knowledge articles and documentation for the Help Desk team and the JMU community
- Assist in the training and continued education of part-time Wage staff, working in collaboration with other Customer Support Specialists
- Develop technical knowledge and test new technologies and services in support of IT projects and the JMU community
Requirements:
- Demonstrated experience in troubleshooting computer operating systems (Windows and macOS), browsers, and applications (Office 365 Suite, chat and collaboration tools, remote desktop management, etc.)
- Demonstrated knowledge of hardware configurations (Dell/Apple)
- Basic knowledge of network concepts, connectivity, and remote access tools/applications
- Exceptional customer service skills with a willingness to help
- 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
- Proven technical troubleshooting skills and experience working in a technical help desk/support center environment
- Experience working in a team-oriented, collaborative, knowledge-sharing environment with minimal supervision
- Adaptable, self-motivated worker with the ability to multitask and adapt to change
Working Conditions:
Employment is contingent upon the successful completion of a criminal background check.
EEO Statement:
The Commonwealth of Virginia 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.
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