Technical Support Representative

1 week ago

Harrisonburg, Virginia, United States Commonwealth of Virginia Full time

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 timely, consistent, and high-quality 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.
  • Develop and maintain internal and external knowledge articles and documentation for the Help Desk team and the organization.
  • 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 organization.

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. 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. The Commonwealth of Virginia uses the E-Verify system to confirm identity and work authorization.

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