Web Content Support Specialist

ITCON • Washington, DC

8d

About The Position

ITCON is seeking a Jr. Web Support Specialist to provide high-quality technical support for Drupal-based websites, enterprise web applications, and content management systems supporting a federal customer. The ideal candidate has experience supporting content editors and end users within enterprise Content Management Systems (CMS) such as Drupal, WordPress, Adobe Experience Manager (AEM), Sitecore, Kentico, SharePoint, or similar platforms. This role focuses on troubleshooting website issues, assisting with content publishing, ensuring accessibility compliance, and delivering exceptional customer support in a fast-paced environment.

Requirements

• U.S. Citizenship required.
• High School Diploma or equivalent.
• 2+ years of experience providing technical support for Drupal-based websites or web applications.
• Experience providing technical support for web applications, websites, or content management systems (CMS).
• Experience supporting enterprise Content Management Systems (CMS) such as Drupal, WordPress, Adobe Experience Manager (AEM), Sitecore, Kentico, SharePoint, or similar platforms.
• Experience troubleshooting Drupal Webforms and content management issues.
• Strong working knowledge of HTML and CSS, including troubleshooting and code corrections.
• Understanding of web accessibility standards (Section 508/WCAG) and accessibility testing tools.
• Excellent analytical, troubleshooting, and problem-solving skills.
• Outstanding verbal and written communication skills with a customer-focused approach.
• Ability to prioritize multiple tasks and work effectively in a high-volume, fast-paced environment.
• Experience working within Agile or Scrum teams.

Nice To Haves

• Experience with Drupal 7 and/or Drupal 9.
• Experience with Git repositories and version control.
• Familiarity with JIRA.
• Working knowledge of PHP, Twig, JavaScript, YAML, CSS, and Continuous Integration (CI) tools.
• Experience with accessibility testing tools such as WAVE, Axe, or Siteimprove.
• Familiarity with modern content management systems.

Responsibilities

• Provide responsive customer support for Drupal-based websites and web applications.
• Provide technical assistance to content editors and end users by troubleshooting website functionality, content publishing, and CMS-related issues.
• Assist content editors with creating, updating, and troubleshooting website content in Drupal 7 and Drupal 9.
• Troubleshoot and resolve issues involving Webforms, Views, Content Types, Blocks, Paragraphs, and other Drupal components.
• Diagnose and correct HTML and CSS issues affecting website functionality and presentation.
• Test and remediate website content to ensure compliance with Section 508 and WCAG accessibility standards.
• Utilize accessibility testing tools such as WAVE, Axe, Siteimprove, or similar solutions.
• Communicate technical concepts and solutions clearly to users with varying levels of technical expertise.
• Collaborate with development and Agile teams to identify, troubleshoot, and resolve website issues.
• Maintain high service standards while managing multiple support requests in a fast-paced environment.

Benefits

• Equal Opportunity Employer

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED