SPECIFIC RESPONSIBILITIES

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 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 UALIFICATIONS

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 UALIFICATIONS

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 discover, understand and communicate technical solutions and instructions with customers of varying levels of technical understanding; poise and professionalism in all customer communications required.

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.