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Support Tech Web Accessibility

UMass Medical School

Worcester, MA,US

POSITION SUMMARY:
Reporting to the Program Director, the Support Technician Web Accessibility conducts web accessibility evaluation ensuring websites are functionable for people with disabilities and their assistive technologies. Provides ongoing customer service and support to users via phone, email, and contact-us forms. Provide assistance when possible, gather pertinent information for problem escalation as needed.
Responsibilities:
ESSENTIAL FUNCTIONS:

Perform web accessibility evaluation and remediation utilizing software such as WAVE, Web Axe and Google Analytics to ensure websites are functioning properly for people with disabilities and their assistive technologies.
Following standard troubleshooting procedures, gathers appropriate information related to user problems.
Examine web sites of internal and external customers using automated tools and manual testing.
Work with customers to assess and remediate faults, retest and repeat as necessary.
Produce reports of faults and provide remediation suggestions as needed.
Provide technical support to the INDEX program as well as users of the Pennsylvania Office of Developmental Programs Learning Management System.
Log and track tickets and resolutions utilizing Zendesk and REDCap software.
Assign or escalate more difficult user issues as appropriate.
Performs other duties and responsibilities as required.

Qualifications:
REQUIRED QUALIFICATIONS:

BA or BS in computer science or related field
1 – 2 years web accessibility evaluation experience or equivalent
IIAP web accessibility certification or equivalent
Proficiency with Microsoft Office products
Proficiency with HTML and CSS

Additional Information:
PREFERRED QUALIFICATIONS:

Experience with automated web accessibility evaluation tools
Proficiency with JavaScript
Proficiency with Moodle Learning Management System
Proficiency with Zoom video conferencing
Knowledge of assistive technologies such as screen readers (JAWS, NVDA, etc.)

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