Web Support Services Assistant

University of San Diego
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Detailed Description:

The Web Support Services Assistant is part of the central ITS web team and works to provide front-line tier-two support for all incoming web-related service requests, tasks, questions, and issues, thus providing excellent customer service to all members of the university community.

The Web Support Services Assistant will monitor incoming requests arriving via the web team service portal and will respond to all inquiries in a timely manner. Follow-up is often in writing, via remote session (phone/screen-sharing), and/or an in-person meeting. Inquiries relate to the USD website and related systems, services, and integrations. Tracking, updating, and closing of all tickets will go through this position.

The Web Support Services Assistant will need to utilize Cascade Server CMS and use/update related documentation in order to help maintainers resolve questions.

The Web Support Services Assistant will also serve as the front line for reviewing technical workflow for the USD website, which includes checking all maintainer edits for accessibility and other technical standards as outlined on a per-page basis. The Web Support Services Assistant will update forms on the USD website (including database-driven forms) and manage vanity URL/redirect requests for the university. The position will create WordPress sites, manage account activation requests, and provide basic support for USD’s WordPress instance called USD Sites. Basic edits may be requested periodically for pages served out of either Cascade Server or USD Sites.

While not a coding or technical position, the ideal candidate should be able to use any number of tools, software, or systems depending on user needs and questions. Time management skills and the ability to multitask while remaining courteous and professional is critical. Patience is extremely critical as the position interacts with a high volume of non-technical people who are given web maintenance responsibilities by their department at the university. It is absolutely necessary to be able to remain professional and polite when interacting with the maintainers. Paying close attention to detail is also a critical skill. Supervision received from the University Web Manager. 


Duties & Responsibilities:

General Web Support

Monitors incoming web requests generated via web team online service portal.

Responds to all inquiries in a timely manner in writing, via remote (phone/screen-sharing session), or in-person.

Tracks, updates, and closes all tickets within service portal.

Provides supplementary training and/or documentation when simply responding to a ticket will not achieve long-term results.

Notices pattern in questions or issues and works with web team and/or customers to achieve a better long-term experience.

Maintains internal knowledge base and log of frequently asked questions/responses for more efficient and consistent communication with customers.

Updates documentation accordingly as web systems evolve and user questions change.  

Cascade Server CMS

Uses Cascade Server CMS to help maintainers resolve questions.

Handles incoming technical workflow for the USD website, including checking all maintainer edits on a per-page basis to ensure compliance with accessibility and other technical standards as outlined.

Follows up with users to provide corrections, suggestions, and when needed, offer re-training to achieve improved ability and self-reliance in the future. 

General Assistance

Update forms on the USD website including database-driven forms as well as those generated via FormAssembly, USD’s standardized form solution.

Manage redirect (vanity URL) requests for the university.

Work with the Senior Web Administrator to resolve server and regex issues.

Handle basic edits and other tasks within Cascade Server, WordPress, or other web-related systems as needed and requested.

Serve as support and back-up on project requests as requested by members of the web team. 

WordPress Site and Account Activation

Manage incoming WordPress account activation and site requests from USD faculty, staff, and students.

Manage system plug-ins and widgets to ensure that integrated elements are current and supported.

Work with USD Sites designer to make design and template tweaks as need arises.

Work with USD Sites server administrator to make server and other adjustments as need arises.

Provide basic training for faculty on WordPress when utilizing pre-made faculty site feature, if requested. 

Job Requirements:

Minimum Qualifications: 


HS Diploma and at least two (2) years of experience in customer relations or service.

At least one (1) year of web or technical experience.

Experience working with an online service portal such as Salesforce Service Cloud or a similar task management tool.

Experience working with non-technical clients; ability to interpret requests despite non-technical understanding or knowledge on the part of the end-user is critical.

Experience training non-technical peers and developing documentation for website maintenance and usage.

Understand the importance of staying current in the technology field and rapidly learning new and changing software and tools.

Experience with 508/ADA compliance.

Professional Abilities

Since this is a customer service position, the ability to be available during regular business hours is required.

Be committed to mission and vision of the university.

Always demonstrate a positive attitude and professional demeanor.

Ability to work well independently and in a dynamic team environment, and interface well with many individuals (administrators, faculty, students, and staff).

Have excellent interpersonal, communication, customer-service, and problem-solving skills.

Be able to discern problems and facilitate resolutions.

Show patience when interacting with and helping a large volume of non-technical users where the web and technology is not primary to their working role at the university.

Organize, analyze, and prioritize workload effectively and efficiently, sometimes with minimal supervision to meet deadlines.

Ability to advocate for your own ideas, but also the ideas of others.

Have project and time management skills both for working independently and helping to keep milestones on track when playing a role in a bigger project or task.


Preferred Qualifications:

Bachelor’s degree from an accredited higher-education institution preferred.

Basic HTML/CSS/PHP experience for working more easily with web team and customers.

Knowledge of or experience working in a higher education environment.

Knowledge of servers and system administration, maintenance, and architecture.

Experience with AP style.

Performance Expectations - Knowledge Skills and Abilities: 

Familiarity with:

Technologies: HTML, CSS, XML, Javascript, MySQL (database), PHP (programming)

Web Tools: CMS tools (WordPress and Cascade Server preferred), responsive frameworks (Foundation preferred), version control software

Experience with search engine optimization (SEO) methods and standards

Knowledgeable about web-related emerging technology and development

More Information

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San Diego , United States