Web Helpdesk Support Analyst

We are seeking a Web Helpdesk and Customer Support (Level 1) professional to support its web services helpdesk and production team. The role focuses on responding to, documenting, routing, tracking, and resolving customer requests related to websites, content management systems, Drupal, web functionality, and accessibility. The position requires strong web technology knowledge and customer service skills to provide timely, professional support in a high-volume environment.

Position Responsibilities

·        Monitor and respond to customer inquiries received through phone, email, online requests, and other support channels, Monday through Friday, 9:00 a.m. to 5:30 p.m.

·        Provide technical support for websites within the Organization/Agency's domain, primarily using customized Drupal platforms and other web applications.

·        Assist customers with content entry, content management systems, Drupal functionality, website access, HTML/CSS issues, web forms, and basic coding troubleshooting.

·        Troubleshoot website functionality and accessibility issues, including Section 508 compliance, and escalate complex technical issues to the appropriate personnel.

·        Respond to general web-related and technical inquiries or redirect requests to the appropriate support teams.

·        Provide training and guidance to content editors and participate in technical meetings through in-person, phone, or remote communication.

·        Resolve customer requests in real time whenever possible and ensure appropriate routing and follow-up for outstanding issues.

·        Log, track, and update all support requests, tickets, reports, and related documentation in designated customer support systems.

·        Maintain professional communication, timely service delivery, accurate reporting, and customer satisfaction while adapting to changing priorities.

Position Qualifications

·        Demonstrated experience in both web technology support and helpdesk/customer service.

·        Strong knowledge of HTML and CSS, including the ability to troubleshoot and resolve HTML form issues.

·        Hands-on experience with Drupal content management, including Views, Context, Content Types, Blocks, Boxes, and Drupal Webforms.

·        Experience assisting content editors with Drupal and other web-based content management systems.

·        Strong troubleshooting and problem-solving skills, with the ability to learn and support proprietary platforms and applications.

·        Knowledge of website accessibility standards, including Section 508 compliance, and the ability to identify and resolve accessibility issues.

·        Broad understanding of web technologies, web development tools, content management systems, social media, and related computer technologies.

·        Excellent verbal and written communication skills, with the ability to explain technical solutions to customers with varying levels of technical expertise.

·        Strong customer service, organizational, multitasking, and time-management skills, with a commitment to reliable attendance, timely ticket resolution, and accurate documentation.

·        Ability to work independently and collaboratively in a fast-paced environment with changing priorities.

·        Experience working with Agile or Scrum teams is preferred.

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No Phone calls Please

Please apply with your resume in a word file including all your contact details