Web Support Specialist (Drupal)

ITCON is seeking a

Web Support Specialist (Drupal)

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 Drupal-based content management systems. This role focuses on troubleshooting website issues, assisting with content publishing, ensuring accessibility compliance, and delivering exceptional customer support in a fast-paced environment. The successful candidate combines strong web troubleshooting skills with a customer-first mindset and enjoys solving technical issues while supporting mission-critical websites.

Key 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.

Required Qualifications

• 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).
• Hands-on experience supporting Drupal 7 and/or Drupal 9 websites, including assisting content editors with content management and publishing.
• 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.

Preferred Qualifications

• Drupal 9 Site Building experience.
• 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 web analytics platforms, social media integrations, and modern content management systems.

Equal Opportunity Employer

ITCON Services, LLC is an Equal Opportunity and Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other protected class under applicable law.