Digital Support Engineer
Job Summary
As a Digital Support Engineer, you will be a key player on the
University of Utah Marketing and Communication's Digital Team,
reporting directly to the Associate Director of Digital Research
and Operations. This role is instrumental in providing an
exceptional user support experience for our university's web and
digital community. We are looking for a customer-service-oriented
candidate who offers a strong blend of technical expertise and a
proven track record in web support operations, accessibility, and
training.
If you possess excellent interpersonal skills and thrive in a
fast-paced environment supporting cross-functional teams, you will
be a great fit for this role.
Learn more about the great benefits of working for
University of Utah: benefits.utah.edu
Responsibilities
Digital Accessibility & ADA Compliance:
- Conduct comprehensive web audits to scope, diagnose, and
remediate accessibility bugs.
Evaluate digital experiences using manual testing techniques,
assistive technologies (e.g., NVDA, JAWS, VoiceOver), and automated
accessibility testing tools. Document findings and support teams in
resolving issues before launch.
Remediate PDFs, documents, and design files to meet WCAG
2.1/2.2 AA standards.
Serve as an consultant on ADA compliance and WCAG requirements
to help create accessible digital experiences.
Collaborate with developer teams to seamlessly integrate
remediation processes into existing workflows.
Train campus partners on digital accessibility and brand
compliance.
Bug & Issue Resolution:
- Serve as a point of contact for technical inquiries from
clients, upholding a high standard of customer service.
- Collaborate with senior support engineer to troubleshoot and
resolve complex technical issues.
- Efficiently diagnose and resolve a wide array of technical bugs
and issues for multiple clients within a dynamic, fast-paced
operational setting.
- Maintain the ticketing system to ensure effective issue
tracking and management.
Internal System Maintenance:
- Maintain internal knowledge management systems.
- Manage and update support documentation systems tailored
specifically for designers and senior developers and support
teams.
Training & Development:
- Conduct comprehensive training sessions for diverse client
groups on core WordPress principles and the functionalities of our
digital theme components.
- Facilitate the onboarding, ongoing training, and skill
enhancement of web editors, content managers, developers, and other
cross-functional team members.
- Collaborate with the Associate Director to formulate and
execute group training initiatives.
Minimum Qualifications
EQUIVALENCY STATEMENT: 1 year of higher education
can be substituted for 1 year of directly related work experience
(Example: bachelor's degree = 4 years of directly related work
experience).
Web Administrator, II: Requires a bachelor's (or
equivalency) + 4 years or a master's (or equivalency) + 2 years of
directly related work experience.
Preferences
Education & Experience
- Education: Bachelor's degree in computer science, Information
Systems, or a related field
- Accessibility: Expert level knowledge and experience in digital
accessibility, including a solid foundation in WCAG 2.1/2.2 AA
requirements and practical experience using assistive screen
readers (NVDA, JAWS, VoiceOver) and keyboard-only navigation.
- Web Support: 3+ years of experience in web development support
with a proven track record of successful projects, plus 2+ years of
experience in technical support roles.
- CMS: 2+ years of experience working within a Content Management
System (WordPress strongly preferred).
- Tools: 1+ years of experience using technical testing and
support tools.
- Industry Experience: Experience working in a fast-paced digital
agency environment. Prior experience in higher education is highly
preferred.
- Leadership: Proven experience conducting training sessions for
large groups. Relies on experience and judgment to plan and
accomplish goals.
Technical Skills
- Development: Strong hands-on coding skills with proficiency in
HTML, CSS, JavaScript, PHP, and WordPress.
- Compliance: Strong hands-on and coding skills of web
accessibility principles with a proactive willingness to stay
updated on emerging standards.
- Workflow: Basic knowledge of GitHub and WP Engine
pipelines.
- Operations: Proficiency in documentation and ticketing
systems.
Key Traits We're Looking For
- Fast & Careful: You pay close attention to details while
responding quickly to user needs.
- Curious: You love to learn and are always looking for ways to
refine your craft.
- Proactive: You take charge. You don't wait for problems to
happen; you actively hunt for solutions.
- Resilient: You keep your cool and handle high-pressure
situations with patience and a calm attitude.
- Collaborative: You are a true team player who understands that
we're stronger when we work together.
- Humble: You're open to listening, receiving constructive
feedback, and changing course with ease.
Special Instructions
Requisition Number: PRN46246B
Full Time or Part Time? Full Time
Work Schedule Summary: Monday through Friday, 9:00 – 5:00
pm
Department: 00339 - Marketing & Communications
Location: Campus
Pay Rate Range: $68,000 - $78,000
Close Date: 12/17/2026
Open Until Filled:
To apply, visit https://apptrkr.com/9839425"">https://utah.peopleadmin.com/postings/209450
je-c5d960167e584cc48b58e1e7e8d26454
