Web Support Specialist

Under the division of University Marketing & Communications, Marketing and Communications creates proactive, innovative, and comprehensive marketing, communications and branding strategies that highlight Drexel's academic strengths and research, while emphasizing the value and potential of the experiential education model. Marketing and Communications works closely with colleges, schools, academic and administrative staff throughout the University to create comprehensive marketing and communications strategies that serve the University's overarching branding, recruitment and retention goals to meet or exceed the enrollment and revenue objectives. Marketing and Communications defines, protects, and disseminates the Drexel University brand while clearly illustrating its unique value proposition.

The Web Support Specialist reports to the Director of Web Development and is a member of the Digital Strategy team within Marketing and Communications at Drexel University.

The Web Support Specialist provides ongoing support to users of the university's content management system (CMS) to maintain the web presence of all academic and administrative sites across the university. The Web Support Specialist works collaboratively with other staff members within the Digital Strategy team within Marketing and Communications at Drexel University.

Essential Functions

• Web Support & Ticket Management

• Respond to web support inquiries via Teamwork Desk, providing timely and effective assistance to academic and administrative users
• Support CMS users across the university in maintaining and updating websites within the Sitecore CMS.
• Troubleshoot issues, guide users on best practices, and ensure a high level of customer service.

• School Migration Support

• Assist Web Managers with implementing complex layouts and components for school website migrations.
• Support campus partners throughout the migration process, ensuring a smooth and efficient transition of school sites

• Web Maintenance

• Perform updates and edits to websites maintained by University Marketing and Communications (UMAC) and other assigned sites.
• Collaborate with content owners and communications staff to create and maintain web content.
• Ensure all updates align with university web standards and brand guidelines.

• UX Best Practices & Accessibility

• Apply user experience (UX) best practices, including information architecture, responsive design, and usability.
• Support accessibility compliance efforts (Section 508, WCAG standards) and SEO best practices.
• Assist in maintaining university branding and web standards across digital properties.
• Review and edit content for clarity, consistency, and adherence to editorial guidelines.
• Collaborate with stakeholders to develop clear, effective messaging.

• Training and Documentation

• Support the development of training materials and documentation for CMS users.
• Partner with the Instructional Designer to ensure resources are clear, accurate, and user-friendly.

• Minimum of a Bachelor's Degree in IST, Media Arts and Design, or related field/experience or the equivalent combination of education and work experience. (Please review the Equivalency Chart for additional information.)
• Working knowledge of HTML, CSS, and Photoshop.
• Experience working with content management systems (CMS).
• Ability to flourish in a fast-paced professional work environment while maintaining attention to detail.
• Ability to diplomatically communicate with clients effectively.
• Ability to work independently and on concurrent multiple projects.
• Familiarity with some type of ticketing system or experience in customer service., * Experience using Sitecore, Microsoft Sharepoint, and project management software (Asana, MS Planner, Trello, Smart Sheet, Slack, etc.).
• Experience in higher education or a complex multi-site organization.
• Familiarity with web accessibility standards (e.g., WCAG), UX/UI best practices, and responsive design principles.
• Familiarity with JavaScript concepts and modern web frameworks.