Administrative & Web Program Support Specialist

Job Description: Administrative and Web Program Support Specialist

The Position: The Administrative and Web Program Support Specialist is employed by the County Commissioners Association of Pennsylvania (CCAP) to provide administrative support services and to support the association’s Web Programs.

This position encompasses two key areas of service. The first area is serving as the primary administrative technology support contact to support CCAP, specific to membership data management and the CCAP website, other administrative technology related tasks and work requests. The second area is providing Web Program support, including level 1 service requests, developing and maintaining documentation, and providing administrative support related to training an annual user group. The Administrative and Web Program Support Specialist performs most work with moderate supervision, and reports to the Technology Services Director for general direction and work evaluation.

This position is eligible for telework pursuant to CCAP’s telework policy, subject to exceptions noted below.

Responsibilities & Essential Functions:

Technology Administrative Customer Services (45%)

• Provide data management supportive services and serve as the primary point of contact for any programs, memberships, events, and other CRM related data processes.
• Collaborates with designated CCAP staff and serves as the primary contact manager for content related to the CCAP website. This does not include events management but, is expected to understand and provide backup support for relevant applications.
• Providing support for meetings, from a technology perspective, including but not limited to equipment assignment and onsite equipment support and AV needs.
• Communicating and marketing general information, including but not limited to, distributing important materials and upkeep of the Staff Portal content.
• Maintain general understanding of administrative technology functions and provide recommendations for efficient use of technology to support administrative processes.
• Collecting and processing routine IT procurement.
• Provide on-the-spot knowledge-sharing to end users as it relates to support requests, as needed and required to fulfill the request.
• Ensure proper service ticket management to align to the defined process and guidelines for the service desk, including coverage, ticket routing, and serving as a backup to the Help Desk Specialist when required.
• Provide continuity backup data entry/content support to other departments and teams when necessary for designated administrative or data related functions.

Web Program Support (45%)

• Serves as the primary help desk support resource for the association’s Web Programs.
• Assists in the development of proposals and related scope of work for customer engagements.
• Works with both CCAP internal and external customers on projects, to include but not limited to; project management, website content design, content strategy, assists in determining and documenting business requirements for requests and engagements.
• Providing ongoing training, both onsite and remote, to both internal and external customers as needed, including the coordination of a Web Program users group.
• Develops and makes available related Web Program documentation (IE: Style Guides, user guides, system process documentation, etc.)
• Assists in communications for the Web Program.

Other (10%)

• Other duties as assigned Technology Services Director.
• Participate in CCAP projects, committees, and conferences as needed/directed.

Qualifications & Requirements:

Experience: Two years' experience on a service desk providing customer service to internal and external stakeholders is preferred

Education:

· A Bachelor’s degree in computer science or a related field.

· A proven history of professional growth and a commitment to acquiring and maintaining the knowledge required to perform in the position.

An equivalent combination of experience and education will be considered satisfactory for the position.

Required Skills and Knowledge:

· Team and Independent Work: Ability to work both independently and collaboratively as part of a team.

· Customer Service Skills: Skilled in interpersonal interaction with a strong customer service focus.

· Technical Proficiency: Demonstrated proficiency in general computer usage. Application skills, including M365 Suite, Helpdesk software, D365/CRM, and content management system. Proficiency in data management and reporting.

Organizational Skills: Experienced in planning and organizing. Strong attention to detail.

· Communication Skills: Demonstrated proficiency in verbal and written communications.

· Problem-Solving and Time Management: Proficient in troubleshooting and problem-solving. Exceptional time management skills. Able to work efficiently with a high level of accuracy in a fast-paced environment.

Working conditions & Physical Requirements:

· The standard office hours are from 8:30 a.m. – 4:30 p.m.

· This position is eligible for telework pursuant to CCAP’s telework policy, subject to exceptions required for onsite supportive functions.

Physical requirements:

This position may require lifting hardware, moving equipment (carts provided), and may require standing or sitting for extended periods of time.

Job Type: Full-time

Pay: $50,000.00 - $60,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Employee assistance program
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance

Schedule:

• Monday to Friday

Work Location: Hybrid remote in Harrisburg, PA 17110

Salary : $50,000 - $60,000