IT Specialist (Web Services)

Overview

The City is seeking a detail-oriented and technically skilled IT Specialist (Web Services) to manage and enhance our public-facing website using the OpenCities CMS platform. This role is responsible for ensuring content accuracy, accessibility compliance (WCAG), and a consistent user experience across all digital touchpoints. The specialist will collaborate with various departments to publish timely updates, alerts, and service information, while also monitoring site analytics and user feedback to improve usability and navigation. Additional responsibilities include managing digital assets, forms, and third-party integrations, as well as troubleshooting CMS issues in coordination with OpenCities support.
In addition to web responsibilities, this position provides audio/visual support for public meetings using the Granicus platform. The specialist will operate and maintain live-streaming equipment, ensure smooth broadcast operations, and archive recordings and meeting materials. The role also includes Tier 1 IT support duties such as responding to helpdesk tickets, assisting with onboarding/offboarding, and escalating complex issues to higher-level support. This is an excellent opportunity for a tech-savvy professional who thrives in a collaborative, service-oriented environment.

Manage and enhance our public-facing website using the OpenCities CMS platform. Responsible for ensuring content accuracy, accessibility compliance (WCAG), along with a consistent user experience across all digital touchpoints. Provides audio/visual support for public meetings using the Granicus platform and also provide advanced level technical assistance, support and solutions to internal and external customers through the installation, deployment and utilization of computer systems and related technology.

Essential Functions

• Maintains and updates the OpenCities CMS website, ensuring content accuracy, accessibility (WCAG compliance), and visual consistency.

• Collaborates with departments to publish timely updates, alerts, and service information.

• Monitors site analytics and user feedback to improve usability and navigation.

• Manages digital assets, forms, and integrations with third-party tools.

• Troubleshoots CMS issues and coordinates with OpenCities support as needed.

• Operates and maintains the Granicus system for live-streaming and recording public meetings.

• Sets up and tests microphones, cameras, and streaming equipment before meetings.

• Provides on-site or remote support during live events to ensure smooth operation.

• Archives and publishes recordings and meeting materials post-event.

• Responds to basic helpdesk tickets including password resets, printer issues, and software installations.

• Escalates complex issues to Tier 2/3 support or vendors as appropriate.

• Assists with onboarding/offboarding tasks such as account setup and hardware provisioning.

• The intent of this class description is to provide a representative summary of the types of duties and responsibilities that would be required of classifications given this title and shall not be construed as a declaration of the specific duties and responsibilities of any particular position. Incumbent may be required to perform job-related tasks other than those specifically presented in this job description.

Minimum Qualifications

• High School or GED,

• Five (5) years relevant experience in computer support,

• Or the equivalent in education and training which would provide the necessary knowledge, skills, and abilities

• CompTIA A+ certification, and Network+ certification required within six (6) months of hire.

Job Based Competencies

• Ability to investigate computer problem, conduct research, determine a course of corrective action and implement solution.

• Assists with systems administration as directed by or under supervision.

• Installs and maintains computer hardware components: implements and administers computer and network operating software.

• Provides service desk and technical support to workers.

• Enhances current systems as authorized when upgrades become available and according to system requirements.

• Monitors hardware and software utilization: maintains inventory of computer hardware and software, telephone system, and provides in-house training to personnel on system and general software use.

• Ability to analyze technical problems and do abstract problem solving.

• Ability to communicate technical and other data effectively and clearly, both orally and in writing, and to prepare and present succinct, coherent and technically accurate reports.

• Ability to establish and maintain effective working relationships within the department, other City departments, officials and the general public.

• Provides technical assistance in preparation of various reports and maintenance of system documentation: recommends hardware and software replacement and/or upgrades as needed.

• Ability to process information logically (critical thinking) and solve problems.

• Ability to effectively communicate in oral and written form.

• Maintains knowledge of current technology; assists user departments in defining their computer and software-related needs.

• Ability to be an effective team member.

• Ability to multi-task and balance the demands of multiple projects

Responsibility

Under the direction and responsible to the Department Head or designated representative. Generally, there is no supervision exercised, although may serve as a member of project team(s).

Physical Requirements

This is light to moderate work requiring the exertion of 40 pounds of force occasionally and up to 10 pounds of force frequently. The work requires visual acuity to operate computer equipment and for reviewing, checking, preparing and maintaining written<br>and computer files. Manual dexterity is required operate standard office, data entry, word processing and other computer equipment. Incumbent is required to have sufficient hearing ability to perceive information at normal spoken word levels.

Public Contact

Routine direct personal contact with all levels of the organization. May occasionally have direct personal contact with vendors and constituents. As such, may represent one of the many public faces of the Information Technology Department. A customer centric attitude through courteous and professional conduct is essential.