00001494 - Web Support Technician & Digital Specialist

The Web Support Technician & Content Specialist provides the “voice of the customer” for the Web & Digital Strategy Department and is the front-line point of contact for all staff and student-related website issues and updates. This position will serve as the campus-wide initial point of contact for website and digital signage technology support services and training initiatives. This position will receive, prioritize, document, and actively resolve end-user help requests as well as provide quality assurance, ensure ADA web compliance, and promote college branding standards. This position will also oversee and assist in the creation and facilitation of website updates, content management, end user training and user testing.

Customer Service Expectations

The Web and Digital Strategy Team is dedicated to providing exceptional customer service to faculty, staff and students. It is the responsibility of each team member to demonstrate this in every aspect of work and interaction with college constituents. Each team member will promote and continually improve the services we provide in accordance with the RAIDER values. The delivery of customer service will be a primary factor in the evaluation of work performance.

Accountability Expectations

The Web and Digital Strategy Team members are responsible to the College and to each other for the successful completion of the work of the department. In addition to the essential duties and responsibilities of each position, every team member is accountable to demonstrate outstanding communication skills, effective collaboration, personal initiative to overcome obstacles and the ability to work efficiently to meet deadlines. In an environment where innovation is valued, each team member will take the responsibility to perform their work and deliver service in a manner consistent with both the letter and the spirit of the RAIDER values.

Requisition ID:
Position Number: 00001494
Employee Group: Professional, Management and Administration
Schedule: 40 hours/52 weeks
Compensation:
Benefits: Full-time Part-time Limited Benefits
Reports to:
Posting Opens:
Posting Closes: 

ESSENTIAL FUNCTIONS

• Provide frontline website and digital signage technical support to GRCC’s faculty and staff via tickets, phone, chat, email, and face-to-face contact. Triage and escalate challenging issues

• Troubleshoot and document website service requests and issues by collaborating with department heads, web editors, IT analysts and engineers

• Monitor web events and provide missing information, make corrections, promote to home page and report any errors in student organization and campus event system feed(s)

• Collaborate with Graphics, Communications and Social Media teams to promote events across  the website, digital signage and social media communication channels

• Monitor and manage digital signage content in collaboration with campus stakeholders and the Communications department, serving as a primary content editor and moderator

• Help develop digital signage workflows, templates and policies. Educate signage editors 

• Monitor and improve website compliance for ADA accessibility and for any personally identifiable information in violation of FERPA and/or other GRCC policies using monitoring tools.  Review and resolve any identified issues

• Create optimal website user experiences through the use of search engine optimization and quality assurance processes that detect website issues

• Manage and edit website content through collaboration with department leaders, web editors and other stakeholders (monitoring, information updates, page designs, etc.)

• Manage content workflow by proofreading, editing and approving department content before publishing

• Manage website-wide and cross-departmental content calendars, including for administration messaging and student communication

• Provide webpage analytics to stakeholders using existing or custom developed tags to track customer identified priorities

• Assist editors with remediating documents for accessibility for the web

• Conduct one-on-one training for web editors

• Consult and advise customers on how best to achieve webpage or communication goals using specific page designs, content types, and functionality

• Help ensure content consistency across all media platforms by working closely with design and marketing teams on messaging and branding

• Develop and execute content strategies that drive traffic and generate leads

• Participate in professional development activities to remain current in website best practices, trends and topics 

• Monitor and compile website data from a variety of software and web applications and create accurate summary tables, charts, and graphs as requested

• Maintain complaint tracking system and prepare reports from information gathered 

• Support the Communications Department by posting Clery “timely warnings” on the website and digital signage as needed

• Act as backup to the Web Systems Architect by triaging technical issues, provisioning accounts and access, and managing configuration changes

• Regular attendance during normal scheduled hours is required. Being present is essential for serving customers and performing the essential functions of this position

• Performs other related duties as assigned

JOB SPECIFICATIONS

Educational Credentials

• Associate’s degree or equivalent experience is required. Bachelor’s degree or equivalent work experience preferred

Work Experience

• A minimum of five years working in various web content management systems, Drupal preferred

• Experience using website monitoring and analytics tools

• A minimum of five years in a communications-related field supporting projects and team members 

• Demonstrated experience communicating and working effectively with diverse populations

Skills

• Demonstrate exceptional content presentation skills

• Evidence of strong skills in web content management systems, Google Suite and MS Office 

• Strong project management skills

• Ability to maintain discretion and securely handle web data with sensitive and confidential information

• Possess excellent proofreading skills and have aptitude for detail work

• Excellent organizational skills, ability to multitask, prioritize and complete tasks in a timely manner  

• Strong command of the English language required; in addition to, excellent verbal, written, and interpersonal communication skills

• Must be able to maintain confidentiality, including an understanding of FERPA laws and related GRCC policy requirements 

• Demonstrated ability to work harmoniously with college employees, and be a team player with a positive attitude

• Proactively identify problems and use excellent judgment to assist in resolution

• Self-starter for problem solving and genuine desire to be helpful

• Ability to perform daily routine and unexpected duties with minimum supervision

Physical Demands

• Ability to lift and move up to 25 pounds

• Ability to sit for extended periods of time

Mental Demands

• Demonstrated initiative and problem-solving abilities and be able to exert initiative and resourcefulness

• Ability to work under pressure

• Possess mature judgment and be flexible in regard to interruptions and ability to handle pressure situations 

• Ability to prioritize projects, client needs and meet deadlines

• Innovative thinking 

• Ability to multitask

• Willingness and ability to stay up to date with evolving technology and industry best practices

Working Conditions

• GRCC will comply with any mandated health and safety requirements. Compliance information is available on our policies website