Web Services Support Specialist

New York, United States
Salary Not specified
Nov 16, 2020
Employment Level
Employment Type
Full Time

The Web Services Support Specialist serves as a primary contact for students, faculty, and staff seeking support with Sarah Lawrence College (SLC) internal-facing web applications and services: campus web portal, learning management system, video conferencing services (Zoom, Jenzabar Online Meetings), web-based calendaring system, and others. This position, situated on the Web Services Team, is part of the larger Information Technology Services department.


  • Provide timely and thorough support of web applications and services to faculty, staff, students, and others via ticketing platform, email, and phone
  • Escalate, transfer, and refer support tickets as needed
  • Support metrics reporting
  • Assist in providing and maintaining support documentation
  • Attend trainings in order to provide follow-up support as needed
  • Other duties as assigned


  • Strong problem-solving skills
  • Demonstrated customer service abilities
  • Able to support users with differing technical abilities
  • Clear and concise written and verbal communication
  • Quick learner and able to work independently and collaborate with a team
  • Thorough, with an attention to detail

 Position Requirements

  • High school diploma or equivalent
  • Technical support experience
  • Familiarity with managing ticketing system requests
  • Familiarity with learning management system(s)
  • Familiarity with using and hosting video conferencing services, particularly Zoom
  • Some knowledge of web technologies (HTML, CSS) and browsers
  • Experience using MS Office tools, including Word, Excel, and Outlook

 Preferred Qualifications

  • Higher education work experience
  • Fluent with Zendesk
  • Campus portal (or equivalent CMS) management experience
  • Experience with learning management system content administration

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