Transition Web Helpdesk

• The contractor personnel will be required to work on-site 40 hours per week. The normal work hours are 9 am to 6:00 pm, Monday through Friday, with an hour for lunch. Minor adjustments to the normal schedule will be considered
• 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 troubleshootingcustomer 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.

Specific Responsibilities:

• Provide customer support for hundreds of websites within the Client domain, most deployed in a customized distribution of Drupal, but some in a variety of other systems, platforms and applications proprietary to the House 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 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

Minimum 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 discover, 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

Specific Qualifications:

• 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.
• 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 required