Web Support Analyst

We are seeking a

• Monitor, answer and complete phone, email and online requests to a government web support helpdesk.
• Resolve requests covering a broad range of support from assisting customers in the simple entry of content in Drupal 7 & 9, to troubleshooting and correcting more complex website issues.
• Assist team members and customers in the migration of content from Drupal 7 websites to Drupal 9, ensuring accessibility compliance.
• Conduct trainings and/or participate in meetings with customers and team members on web-related issues.
• Autonomously complete tasks and requests or direct to appropriate team members as necessary.
• Log requests in real time into customer tracking systems (Remedy, JIRA); Update and maintain other forms of work reporting and tracking as necessary.

• Experience working with
  Webforms, Views, Content Types, Blocks, Boxes, Paragraphs etc.
• Sound knowledge of
  HTML forms, ability to troubleshoot and correct
  HTML.
• Experience assisting editors within Drupal 7 & 9 is a plus
• Working knowledge of Web Accessibility Standards; testing and remediating website content to meet accessibility standards.
• Experience with accessibility testing tools such as Wave, Axe, SiteImprove etc. is helpful, but not required.
• Knowledge of web technologies, web development tools, usage of social media, analytics, content management system is helpful.
• Knowledge of
  CSS, TWIG, PHP, JIRA is help
• Experience working with Agile, or Scrum teams is helpful