Web Services Support Specialist

Location
New York, United States
Salary
Salary Not specified
Posted
Nov 16, 2020
Employment Level
Administrative
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.

Responsibilities

  • 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

 Skills

  • 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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