Website Support Specialist
Locations: Hybrid position
Infinity Technologies provides professional consulting services to municipalities. Our areas of expertise are in city or county IT and GIS services serving clients in Northern and Southern California.
To learn more about Infinity Technologies, go to: www.inftechnologies.com
The Website Support Specialist provides website administration, content management, and technical support for municipal, public-sector, and other client websites. This part-time role is responsible for maintaining website content, supporting website users, responding to service requests, documenting processes, and ensuring websites remain accurate, functional, accessible, and up to date.
Employees in this position are expected to provide exceptional customer service while communicating professionally with clients, vendors, and internal team members. This role requires strong organizational skills, attention to detail, sound judgment, follow-through, and the ability to manage multiple priorities while supporting public-facing websites and related technologies.
This role is best suited for a professional with approximately 2-4 years of relevant experience in website support, CMS administration, digital content management, client support, help desk support, or a related role.
Key Responsibilities
· Provide day-to-day support for client website operations and content management.
· Create, update, publish, organize, and maintain website pages, documents, images, navigation, forms, links, and other website content.
· Assist clients and internal users with website-related questions, troubleshooting, and content management system (CMS) support.
· Troubleshoot website issues involving publishing, formatting, navigation, page layouts, links, documents, images, redirects, embeds, and other website components.
· Maintain consistency, accuracy, usability, and quality across client websites, including formatting, layout, broken links, outdated content, and inconsistent content.
· Review website pages, PDFs, documents, links, images, headings, alt text, and formatting for general quality, usability, and accessibility concerns; escalate advanced ADA/WCAG issues when needed.
· Coordinate website updates and support requests with clients, vendors, and internal team members.
· Review, prioritize, track, and resolve website support requests through the Company's support process, including status, ownership, priority, client communication, resolution notes, and escalation details.
· Clarify incomplete requests, ask appropriate follow-up questions, confirm approvals when needed, and communicate next steps clearly to clients and internal teams.
· Escalate issues that require additional technical resources, IT support, or vendor assistance.
· Create and maintain client-specific website support documentation, standard operating procedures (SOPs), knowledge base articles, CMS instructions, escalation contacts, access notes, recurring request types, and standard response templates.
· Assist with website accessibility efforts and follow ADA/WCAG accessibility best practices.
· Participate in client meetings, internal meetings, and project discussions as needed.
· Provide guidance and training to website users as appropriate.
· Coordinate with software vendors or third-party support providers to resolve website-related issues when appropriate.
· Represent Infinity Technologies professionally while interacting with clients, vendors, and business partners.
· Perform other duties as assigned.
Job Requirements
· Experience updating and maintaining website content using a content management system (CMS) or similar web platform.
· Strong understanding of website structure, navigation, pages, documents/PDFs, links, images, formatting, and publishing workflows.
· Ability to troubleshoot common website content, formatting, publishing, access, and user-support issues.
· Ability to manage support requests, document status and resolution details, follow up on open items, and escalate issues appropriately.
· Excellent verbal and written communication skills, including the ability to communicate clearly with technical and non-technical users.
· Excellent customer service and interpersonal skills when working with clients, vendors, and internal team members.
· Strong organizational, analytical, and problem-solving abilities.
· Excellent attention to detail and commitment to producing accurate work.
· Ability to prioritize multiple assignments while meeting established deadlines.
· Ability to work independently and collaboratively in a team environment.
· Ability to document procedures, workflows, SOPs, training guides, and technical processes.
· Ability to learn new platforms, follow established processes, and assume additional responsibilities as needed.
Preferred Skills
· Experience supporting municipal, government, public-sector, or client-facing websites.
· Experience with municipal website platforms such as Granicus GovAccess, CivicPlus, or similar public-sector CMS platforms.
· Familiarity with WordPress, Shopify, or other common CMS platforms.
· Experience working in a ticketing, help desk, or service request environment.
· General understanding of IT support concepts, including user access, permissions, MFA, single sign-on, browser troubleshooting, file management, and escalation workflows.
· Familiarity with ADA/WCAG website accessibility concepts and basic content quality review, including common issues such as alt text, link text, headings, document concerns, and formatting inconsistencies.
· Experience creating SOPs, knowledge base articles, training guides, or client-specific process documentation.
· Basic understanding of HTML/CSS helpful, but not required.
· Experience with website analytics, reporting tools, documentation systems, or basic graphic design tools helpful.
Infinity Technologies participates in E-Verify. For more information please review the E-Verify Participation poster available here.
Education:
· Associate’s degree in information technology, Computer Science, Web Development, Communications, Public Administration, or a related field preferred. Relevant work experience may be substituted for formal education.
Physical Requirements
· Prolonged periods sitting and/or standing at a desk, working at a computer, communicating by telephone or video conference, and viewing computer monitors for extended periods.
Job Type: Part–Time
Pay Range: Starting Range: $25.00 - 35.00/hour
Schedule:
· Part-time position, fewer than 30 hours per week.
· Ability to work remotely and on-location at client sites as business needs require.
Pay: $26.03 - $31.35 per hour
Location:
- Orange County, CA (Required)
Ability to Commute:
- Orange County, CA (Preferred)
Work Location: Hybrid remote in Orange County, CA
