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HOR (HelpDesk and General Web Support specialist)
Ref No.: 17-18387
Location: Rockville, District of Columbia
Start Date: 07/27/2017
Client: HOR
Location: Washington, DC
Role: Web Production, Helpdesk and General Web Support specialist (Level 1)
Duration: 1 year plus
Job Description:
Web Production, Helpdesk and General Web Support specialist (Level 1) to support the Web Solutions Production and Support Team and Web Assistance Hotline. The focus of this Web Support Specialist will be fielding, ticketing, routing, reporting, tracking, working on, and responding to customer service requests to the Web Assistance inbox, as well as assisting with other general production duties as necessary.
Job Responsibility:
  • 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 troubleshooting customer 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).
  • Updating and maintenance of other forms of work reporting and tracking as necessary.
  • Demonstrated ability to code and troubleshoot HTML and CSS.
  • Well-rounded knowledge of web technologies, web development tools, usage of social media, content management systems and computer systems. 
  • Expertise in Drupal a significant plus. Knowledge of PHP, GIT Repositories, JavaScript libraries are all pluses.
  • Capable of quickly learning and troubleshooting proprietary, government platforms and systems.
  • Excellent problem solving and troubleshooting skills.
  • Ability to Client, understand and communicate technical solutions and instructions with customers of varying levels of experience and understanding of technical issues.
  • Poise and professionalism in all customer communications.
  • Adaptation to multiple tasks and shifting work objectives.
  • Reliable attendance and timely completion of work tasks and objectives