Web Helpdesk and Customer Service Support - ITCON Services

ITCON Services is seeking to hire a skilled and customer-oriented support specialist for the position of Web Helpdesk and Customer Support. The Web Helpdesk and Customer Support employee will provide technical support for hundreds of websites within the customer domain, deployed on a variety of proprietary systems, platforms and software proprietary. The Web Helpdesk and Customer Support (Level 1) professional must have hands-on website technology skills needed to support the customer and its customers in tasks related mostly to Drupal Content Management System (CMS) websites. This person will also support customers and team members in the fulfillment of service requests to the Web Assistance helpdesk.

Web Helpdesk and Customer Support tasks include monitoring and answering phone and email requests, assisting customers in the entry of content in web-based content management systems, troubleshooting customer access difficulties and correction of difficult coding issues, logging of all requests into a customer tracking system, updating and maintenance of other forms of work reporting and tracking.

The Web Helpdesk and Customer Support member is expected to be efficient and reliable for a timely delivery of high caliber service and work product in a high volume and high visibility environment. Additional tasks will include the ability to code and troubleshoot HTML and CSS, conducting trainings and/or participating in meetings on technical systems either in person, conference or via remote access.

At ITCON, we offer competitive compensation, paid training and development opportunities, healthcare benefits that start on your first day, commuter benefits, work-life balance,and the opportunity to work alongside an amazing and growing team.

This opening is for a full-time salaried position. The position is largely remote, with some limited travel that may be required to the on-site office location in Washington DC.

Required Skills and Qualifications

• This is a high volume and high visibility position demanding reliable, timely delivery of high caliber service and standards compliant work product.
• Demonstrated hands-on experience assisting content editors within Drupal 7 & 9. Experience in Drupal 7/9 either with Site Building, Front End or Back End Development – especially working with Webforms, Views, Content Types, Blocks, Boxes, Paragraphs, etc.
• Must have thorough understanding of and hands-on experience troubleshooting Webforms.
• Ability to troubleshoot and correct HTML; good understanding of HTML forms, specifically; excellent problem solving and troubleshooting skills, generally.
• Working knowledge of web accessibility standards; testing and remediating website content to meet accessibility standards. Experience with accessibility testing tools such as Wave, Axe, SiteImprove, etc. helpful.
• Well-rounded knowledge of web technologies, web development tools, usage of social media, analytics, content management systems and computer systems, etc.
• Familiarity working with multiple environments, version control systems. Knowledge of GIT Repositories and continuous integration tools, CSS, Twig, js/js libraries, PHP, Yaml, are all pluses.
• Experience working with Agile or Scrum teams, familiarity with JIRA helpful.
• Ability to Client, understand and communicate technical solutions and instructions with customers of varying levels of technical understanding, poise, and professionalism in all customer and team interactions a must.
• This is a web-focused customer support position. Submissions focused on networking, systems administration, telecommunications, operating systems or general desktop application support will be viewed as weaker and unqualified candidates compared to submissions with a demonstrable focus specifically on web-related customer support. Candidates must have both solid web skills and helpdesk skills.

Minimum Qualifications

• Experience working in a fast-paced and high-volume environment.
• Ability to understand and communicate technical solutions and instructions with customers of levels of technical understanding.
• Stellar communication skills, both verbal and written.
• Strong knowledge of web and helpdesk skills.
• Ability to adapt to multiple tasks and shift work objectives.
• Ability to code and troubleshoot in HTML and CSS

Desired Skills and Qualifications

• Site building experience in Drupal 9
• Knowledge of PHP, GIT Repositories and JavaScript libraries