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Web Helpdesk Professional
2 months ago
Job Summary
The Office of the Chief Administrative Officer (CAO) provides operations support services and business solutions to the community of 10,000 House Members, Officers and staff. The CAO organization comprises more than 600 technical and administrative staff working in a variety of areas, including information technology, finance, budget management, human resources, payroll, childcare, food and vending, procurement, logistics and administrative counsel.
House Web Services seeks a highly performant web-focused helpdesk person with front-end development experience and strong customer service skills to answer, troubleshoot and provide support for requests to a busy helpdesk servicing websites within the House domain. Most client websites are in a proprietary distribution of Drupal, but a successful candidate must also be able to quickly learn and support a variety of other legacy systems. Qualified candidates should exhibit a passion for learning and solving technological challenges and the desire to apply modern technical solutions to the diverse legislative, constituent, and oversight responsibilities of Congress. Candidates should be well experienced at delivering 508/accessibility compliant web content and code. A strong customer service background and an ability to support websites created in Drupal are BOTH requirements in order to be successful in this role.
Primary Duties/Responsibilities
While no two days are the same, in this role you will be entrusted to:
Monitor, answer and complete phone and email requests to a government web support helpdesk 9-5:30 weekdays onsite in downtown Washington, DC., Near Federal Center SW plus occasional OnCall coverage duties. Provide technical support for dozens of websites deployed on a variety of systems, platforms and softwares, mostly Drupal 10.Create, edit, maintain and troubleshoot web content within a content editor and also in code; write standards compliant HTML and CSS; excellent working knowledge of Drupal blocks, boxes, views, feeds, context, panels, content-types, page variants, image-styles, contributed and custom modules; also, be able to adapt to customizations unique to the House Drupal Platform. Understand Design and Back-end Development principles well enough to interact effectively with members of those teams. Be able to work and speak knowledgeably on a broad base of web related skills including web standards, social media integration, image and multimedia editing and optimization, content management systems and tools, etc. Also quickly learn and provide support on services, technologies and best practices unique to the House environment. Consult with clients and conduct training and troubleshooting in real time; manage customer expectations and engagement, set, communicate, and meet timelines for customer and team deliverables. Log requests into a customer tracking system (Remedy) and provide updates in other tracking and reporting mechanisms as necessary. 8) Keep your ears open to changing customer needs; recommend and collaborate on improvements to the platform.Performs other official duties as assigned.
Requirements
Conditions of Employment
USAJobs Conditions of Employment
Qualifications
Qualifications
You have proven customer service, problem solving and troubleshooting skills specifically supporting high visibility websites and clients. You can self-organize and are driven by a high personal standard of excellence, while also engaging in positive collaborations with clients and coworkers. You come equipped with 2 years of experience supporting websites in the most current version of Drupal, a bachelor's degree in computer science (or equivalent experience), and comfort working with Agile workflows and reporting. You understand Web Accessibility and can deliver code and content with a high degree of compliance.Excellent communication and collaboration skills; Poise and professionalism in all interactions.Proficiency working with websites in Drupal including but not limited to use of blocks, boxes, views, feeds, context, panels, content-types, page variants, image-styles, contributed and custom modules. At least 2 years of experience with HTML and CSS; expert knowledge working with forms. Knowledge of dev/staging/production environments, version control, continuous integration tools and workflows. Experience testing and meeting accessibility and usability guidelines. Well-rounded knowledge of web technologies and tools; usage of social media, content management systems and computer systems.Ability to pick up new technologies and institutional knowledge quickly and independently; flexibility to adapt to changing priorities, processes and work objectives.
