Web Community Support Specialist (Cornell Cooperative Extension); Ithaca, New York

$64,237 - $74,654/Yr

Cornell Univ - Ithaca, NY

Full-time - Entry Level

Ithaca, NY

1,001-5,000 employees

About the position

As the Web Community Support Specialist at Cornell Cooperative Extension (CCE), you will play a pivotal role in enhancing the communications operations of the College of Agriculture and Life Sciences (CALS). This position is designed to strengthen CCE's reputation among key stakeholders by collaborating with CCE Communications staff and the Cornell CALS Marketing and Communications Team. Your primary responsibilities will include assembling, testing, documenting, and maintaining web-based programs and applications that extend the educational outreach of CCE. You will ensure that all content adheres to CCE messaging and brand guidelines while working closely with staff to migrate the content of over 55 websites to the new CCE public web platform. In this role, you will serve as the point-of-contact for CCE web technical support, managing support tickets, delegating questions as necessary, and ensuring a high level of customer satisfaction in closing cases. You will also be responsible for developing comprehensive documentation, training modules, webinars, screencasts, and user manuals to assist clients in navigating the web resources effectively. A critical aspect of your job will be to ensure that CCE web presences are accessible to a diverse range of users by evaluating content, incorporating web accessibility standards, and testing on various desktop and mobile devices. Additionally, you will participate as a key member in projects relevant to the CCE web presence, including future redesign and reimplementation projects. This position requires a commitment to high-level customer service and the ability to build relationships with multiple stakeholders to support CCE Administration websites. Your work will directly contribute to the mission of CCE in providing educational outreach and enhancing the university's brand as a leader in research and higher education.

Responsibilities

• Ensure content adheres to CCE messaging and brand guidelines.
• Work with staff to migrate the content of 55+ websites to the new CCE public web platform.
• Serve as point-of-contact for CCE web technical support, answering tickets, delegating questions as needed, and closing cases with a high level of customer satisfaction.
• Develop documentation, training modules, webinars, screencasts, and user manuals as part of training documentation for clients.
• Ensure that CCE web presences are available to the widest range of users possible by evaluating content, incorporating web accessibility standards, and testing on a range of desktop and mobile devices.
• Provide ongoing technical documentation describing how various systems operate and how they should be supported.
• Participate as a key member in projects relevant to the CCE web presence, including any future redesign and reimplementation projects.

Requirements

• Bachelor's degree with 2+ years relevant experience, including specific experience in building websites and web pages within a CMS and technical support experience, or the equivalent combination of education and experience.
• Fluency in the use of Drupal or a comparable Content Management System (CMS) tool.
• Understanding of how tags, categories, Search Engine Optimization (SEO) keywords, and other metadata are used to maximize reach and relevance of content.
• Familiarity with web accessibility standards for written and visual content and application of styles.
• Knowledge of how to balance conflicting priorities, make informed choices, and use sound judgment in completing urgent tasks.
• Experience that demonstrates creativity, reasoning, and solution-finding techniques.
• Excellent oral and written communication skills.
• Ability to work with clients who have a wide range of technical expertise and information literacy.
• Demonstrated ability to interact with others on a collaborative team toward a shared project goal.
• Proven ability to analyze requirements and meet deadlines.
• Well-organized with the ability to manage multiple assignments in a proactive manner.
• Commitment to a high level of customer service.
• Commitment to diversity, equity, and inclusion.
• Must exercise sound and ethical judgment when acting on behalf of the University.

Nice-to-haves

• Knowledge of HTML/CSS.
• CMS design/development experience.
• Usability testing and experience.
• Technical writing experience.
• Graphic design and interface design experience.
• Project management skills helpful.

Benefits

• Comprehensive total rewards program with several benefits options to meet employee needs.
• Employee wellness programs.
• Workshops for professional development.
• Childcare and adoption assistance.
• Parental leave and flexible work options.