The Client is seeking a Web Helpdesk and Customer Support (Level 1) professional to support the Client 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.
Maintain professional relationships with customers, management, colleagues and deliver high-quality customer service.
Monitor, answer and complete phone and email requests to a government web support helpdesk, Monday through Friday, 9:00 am - 5:30 pm;
Provide customer support for hundreds of websites within the House.gov domain, most deployed in a customized distribution of Drupal, but some in a variety of other systems, platforms and applications proprietary to the Client of Representatives.
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 Client 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, JIRA); Update and maintain other forms of work reporting and tracking as necessary;
This is a web-focused customer support help desk position. Submissions focused on networking, systems administration, telecom, 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 strong web skills and strong helpdesk skills to be considered.
This is a high volume and high visibility position demanding reliable, timely delivery of high caliber service and work product.
Demonstrated ability to code and troubleshoot HTML and CSS, thorough understanding and ability to troubleshoot HTML forms required;
Demonstrated work experience assisting content editors in using Drupal content manager. Demonstrated work experience with multi-site Drupal 7 – working with Webforms, Views, Context, Content Types, Blocks, Boxes.
Must possess excellent problem solving and troubleshooting skills, ability to quickly learn and troubleshoot proprietary, government platforms and systems; also 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;
Demonstrated ability to discover, understand and communicate technical solutions and instructions with customers of varying levels of technical understanding; poise and professionalism in all customer communications;
Must adapt to multiple tasks and shifting work objectives; Reliable attendance, timely completion and reporting/ticketing of work tasks required.