ITCON Services is seeking to hire a Web Helpdesk and Customer Support (Level 1) professional to support the Web Services Production and Customer Support team, and the Web Assistance helpdesk. The focus of this support will be responding, routing, ticketing, reporting, tracking and fulfilling customer service requests to the Web Assistance helpdesk, as well as assisting with other general web production and customer support duties as necessary. The Web Assistance Hotline is the frontline means of processing incoming requests from customers of the Web Services team, as well as the actual servicing of those requests and all necessary customer interactions regarding those requests from receipt to resolution.

• Monitoring and answering phone and email requests to a government web support helpdesk 9am-5:30pm weekdays,
• Providing technical support for hundreds of websites within the House domain, deployed on a variety of systems, platforms and software proprietary to the House of Representatives and supporting vendors, most currently in a customized distribution of Drupal
• Responding to requests covering a broad range of support from assisting customers in the simple entry of content in web-based content management systems, to troubleshooting customer access difficulties, to correction of difficult coding issues
• Sometimes answering or appropriately redirecting questions relating to the House of Representatives, the web or computer systems in general
• Conducting trainings and/or participating in meetings on technical systems - in person, conference, or via remote access
• Real-time self-completion of requests, or redirection of requests to appropriate personnel as necessary,
• Logging of all requests into a customer tracking system (Remedy), and
• Updating and maintenance of other forms of work reporting and tracking as necessary.
• Provide customer support for hundreds of websites within the Customer domain, most deployed in a customized distribution of Drupal, but some in a variety of other systems, platforms and proprietary applications
• Respond to requests covering a broad range of support from assisting customers in the simple entry of content in web-based content management systems, to troubleshooting customer access difficulties, to correction of web design and coding issues and accessibility remediations
• Sometimes answer or appropriately redirect questions relating to the House of Representatives, Congress, the web in general, or computer systems in general,
• Conduct trainings and/or participate in meetings on web-related systems - in person, via phone conference, remote access or chat client,
• Real-time self-completion of requests, or redirection of requests to appropriate personnel as necessary,
• Log all requests into customer tracking systems (Remedy, Click-Up); Update and maintain other forms of work reporting and tracking as necessary,
• This is a web-focused customer support helpdesk position. Submissions focused on networking, systems administration, telecom, operating systems or general desktop application support will be viewed as weaker/unqualified candidates compared to submissions with a demonstrable focus specifically on web-related customer support. Candidates must have BOTH web experience and strong helpdesk experience.

Required Skills and Qualifications

• This is a niche position – candidates must have both strong web skills and strong helpdesk skills to be successful,
• Demonstrated ability to code and troubleshoot HTML and CSS. Thorough understanding and ability to work with HTML forms required,
• Experience assisting content editors in using Drupal, or relatable experience with other CMS's. Site building experience in Drupal a plus. Knowledge of PHP, GIT Repositories, and JavaScript libraries,
• Well-rounded knowledge of web technologies, web development tools, usage of social media, content management systems and computer systems,
• Capable of quickly learning and troubleshooting proprietary, government platforms and systems. Excellent problem solving and troubleshooting skills,
• Ability to Client, understand and effectively communicate technical solutions and instructions with customers of varying levels of technical understanding,
• Poise and professionalism in all customer communications,
• Adaptation to multiple tasks and shifting work objectives, and
• Reliable attendance. Timely completion and reporting/ticketing of work tasks.
• Demonstrated work experience assisting content editors in using the Drupal content manager,
• Demonstrated work experience with multi-site Drupal – working with Views, Context, Content Types, Blocks, Boxes, etc.; thorough understanding and ability to troubleshoot Webforms,
• Demonstrated experience working with multiple environments, version control systems, continuous integration tools, knowledge JavaScript libraries, PHP,
• Must possess excellent problem solving and troubleshooting skills, ability to quickly learn and troubleshoot proprietary, government platforms and systems; ability to troubleshoot Accessibility/508 issues on the web, and deliver standards compliant work product,
• Well-rounded knowledge of web technologies, web development tools, usage of social media, content management systems and computer systems
• Experience working with Agile or Scrum teams helpful, and
• Demonstrated ability to Client, understand and communicate technical solutions and instructions with customers of varying levels of technical understanding; poise and professionalism in all customer communications required.