Computer Aid, Inc.

Web Customer Support Specialist

Employment Type

Position Description/Responsibilities (CCC/Vendor)

We are looking for an experienced individual with excellent Video Editing and Photographic expert skills.   Experience with editing, designing and publishing video, web, and photographic products is preferred.  Requires a comprehensive knowledge of the fundamental concepts used in Video Editing, Graphic Artistry, and Photography.  Configure, maintain, design, and edit video publications and photographic productions.  The selected team member should be capable of dealing with a range of individuals, from senior managers and clients’ technical staff to non-technical system users.  As well as service and maintenance, the selected team member will provide multimedia support on site when users have problems and be on hand to ensure all systems work properly during presentations, meetings, video, and photographic sessions.  The selected team member will be required to work individually on site, as well as with other members of the technical team (site based and remote) on more complex/resource intensive issues. Position is responsible for utilizing the service desk to document solutions to IT problems.  Provide end-user training, as needed. Assist in audio visual setups and videoconference support. Responsible for maintaining departmental web sites and graphic artist needs and overall information systems support for Turnpike Enterprise users.  Operate sound equipment for speeches and presentations, video cameras to shoot images or serve as projectionists.  Record meetings and presentations with video cameras, adjust amplifiers, coordinate graphics used in displays and provide technical support for teleconferences, webinars and distance-learning classes. Traveling required (10% - 20%).

Position Requirements/Technical Skills (CCC/Vendor)


7  Education




Associate Degree or Technical Institute Degree/Certificate in Computer Science, Information Systems, or related fields. Or equivalent work experience.


8  Experience




Three to Five Years preferred


9  Primary Job Duties/ Tasks




Defines and develops project management scope and justification, manages a methodology driven quality plan, monitors and controls the quality of the deliverable, as well as manages the project completion process through customer acceptance.

Works with business unit managers and forms alliances on projects, operational decisions, scheduling requirements/conflicts and vendor management contract clarification

Responsible for providing end users with finished web publications and support existing web environments, determining user needs and incorporating them into the design and overall plan for a final multimedia product.

Works with Turnpike Information Technology Office to establish performance metrics to ensure needs are being properly met.

Monitors and analyzes performance metrics, sharing results with users.


10  General Knowledge Skills and Abilities (KSAs):  




The submitted candidate must be able to apply common knowledge, skills, and abilities in the following areas:  
1. Communication: Have the ability to clearly convey information, in both written and verbal formats, to individuals or groups in a wide variety of settings (i.e.; project team meetings, management presentations, etc.). Must have the ability to effectively listen and process information provided by others.  
2. Customer Service: Works well with clients and customers (i.e.; business office, public, or other agencies). Able to assess the needs of the customer, provide information or assistance to satisfy expectations or resolve a problem.  
3. Decision Making: Makes sound, well-informed, and objective decisions.  
4. Flexibility: Is open to change, new processes (or process improvement), and new information. Has the ability to adapt in response to new information, changing conditions, or unexpected obstacles. Ability to receive and give constructive criticism, and maintain effective work relationships with others.  
5. Interpersonal: Shows friendliness, courtesy, understanding, and politeness to others.  
6. Leadership: Motivates, encourages, and challenges others. Is able to adapt leadership styles in a variety of situations.  
7. Problem Solving: Able to identify, evaluate, and use sound judgement to generate and evaluate alternative actions, and make recommendations as accordingly.  
8. Team Building: Encourages, inspires, and guides others toward accomplishing the common goal.  
9. Quality Assurance: Knowledge of the ideologies, techniques and tools for quality assurance and control. The ability to put the ideologies, techniques, and tools into practice.

The following listing is in addition to above Knowledge, skill, and abilities

Knowledge of video and photography editing products. Knowledge of SharePoint collection sites

Knowledge of video and photography web page publications

Knowledge of web page hosting Knowledge of graphic artist tools and HTML editing products. Knowledge of state-of-the art programming languages and object-oriented approaches in designing, coding, testing and debugging programs

Knowledge of changing Agency Intranet / Internet technologies, and provides recommendations for adaptation of new technologies or policies

Knowledge and experience in HTML, including style sheets, templates, complex tables, frames, image maps, CGI programming, applets, animation, multimedia design and delivery, and web publishing procedures, is essential

Knowledge of government IT systems and architectures Skilled at providing web site consultation to IT users for all aspects of end-user computing and desktop-based systems ·

Skilled in providing desktop support for ten or more end users

Skilled in providing technical support to internal users and external customers; troubleshooting problems and takes corrective action on a timely, effective basis

Ability to integrate internet/intranet/web applications Ability to document project workflow and imaging requirements

Ability to ensures that final work product meet the highest quality standards

Ability to work independently or as a part of a team under general supervision

Ability to configure, install, monitor, and maintain IT users' desktop software and hardware; supports.

Ability to lift up to 50 lbs. Troubleshoot and perform minor repairs to hardware, software, and peripheral equipment, using proven troubleshooting procedures

Assist in coordinating audio visual setup and videoconference support

Assist with annual inventory scanning and equipment surplus

Install, configure, and update software

Participate in team projects, meetings and assignments

Responsible for security administration (password reset)

Responsible for reading and following the Department’s Procedures and Policies

Responsible for understanding and enforcing the Department’s Policies and Procedures

Responsible for documenting solutions to Technology issues

Responsible for traveling to remote sites to resolve IT related issues and/or to deploy resources

Perform other related duties as assigned

Flexibility to work any hours between 7:00 am - 7:00 pm, EST.

Company Overview (CCC Only)

Computer Aid, Inc. (CAI) is an innovative solutions company managing engagements with numerous Fortune 1000 companies and government agencies. CAI is headquartered in Allentown, Pennsylvania with a staff of over 4,200 professionals working at locations around the world in a variety of industries.  Our services leverage technology to provide outstanding customer experiences that generate new value for our clients, our employees, and our greater communities. 
CAI is building a culture of continued learning, support, and personal development in a collegial environment. We also strive to make a positive impact on our surrounding communities through various outreach programs. We make a positive difference for our associates and the communities in which we serve.
Our mission: Provide industry-leading services and an incredible workplace for our associates, while making an impact on our communities.
CAI is an Equal Opportunity/Affirmative Action employer. Minorities, women, veterans and individuals with disabilities will receive consideration and are encouraged to apply.

For more information on our professionals, services, and industries we support, please see our website

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