Web Services Support Specialist

Location
Bronxville, NY
Posted
Nov 17, 2020
Institution Type
Four-Year Institution
Job Title:

Web Services Support Specialist

Job Description:

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.

Essential Duties Summary:

•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

Required Qualifications:

•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

Posting Number:

S00192P

Open Until Filled:

Yes

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