IT Support Specialist I/Website Support Specialist

The Child Welfare Reviews Project provides technical, analytical, training, and logistical support to the Children's Bureau in administering the Federal child welfare reviews.

***Please note that if you are within 50 miles of the North Bethesda or San Mateo offices, that this position will require a hybrid work.***

ESSENTIAL JOB FUNCTIONS:

• The Help Desk Specialist is responsible for and serves in the primary group of staff who run the Child Welfare Reviews Project (CWRP) Help Desk.
• As such, the successful candidate must become knowledgeable about the websites, website management processes, user accounts, state and federal reviews, and the databases and data entry and reporting within the Child and Family Services Reviews Data Management System (CFSR DMS), in order to answer various support questions from state and federal users of the system.
• The Help Desk is open Mon-Fri, 10am - 6pm eastern, requiring flexible staffing to ensure there is at least one specialist available during these hours to answer support questions. The candidate will work with the Help Desk Manager to develop a work schedule that is conducive to the candidate's location and preferred work hours, coordinated with other Help Desk Specialist schedules, and ensures adequate staffing for the role.
• This position's primary responsibility is to staff the CWRP Help Desk, providing direct DMS technical assistance and support to state and federal government staff. This will require strict adherence to established customer support system processes and procedures, as well as exemplary customer service and writing skills.
• This position will assist with DMS user management and JBS consultant management, as needed.
• Additional job duties may include support to the CWRP Help Desk Manager and the Data and Technology Manager on all aspects of DMS development and maintenance; this includes identifying DMS issues derived from the customer support system, documenting issues or change requests, documenting requirements, testing updates, and assisting with version releases and general maintenance of the DMS.
• This position will be expected to work with the project operations team and the project training team to prepare for and conduct CFSRs, trainings, and other review-related events.
• This position may require travel to the onsite reviews for Child and Family Services Reviews (CFSRs) during non-traditional work hours to provide support and technical assistance to the review team members, as well as helping to coordinate the onsite and offsite technical assistance CWRP provides to the Children's Bureau.

MINIMUM REQUIREMENTS:

• Education:
  • The position requires a bachelor's degree with at least 1year of IT Help Desk or website support experience.

• Experience:

  • The ideal candidate will exhibit comfort and skills with using websites and working productively online; technology and data collection tools;
  • oral and written communication skills; and demonstrate an interest in child welfare issues.

• Knowledge:

  • The ideal candidate will have experience in the Child and Family Services Reviews (CFSRs) and/or public child welfare experience.

• Soft Skills

  • demonstrate a strong attention to detail, with the ability to multitask in a fast-paced environment; possess excellent organizational skills;
  • A personable demeanor and a sense of humor are a plus.

PHYSICAL REQUIREMENTS:

• Ability to sit for prolonged periods at a desk or computer workstation.
• Regularly uses a computer, keyboard, and mouse.
• Normal or corrected vision to read documents, view computer screens, and perform tasks that require visual accuracy.
• Ability to hear and understand spoken information in person and over the phone.
• Minimal lifting and carrying may be required, typically light office supplies or documents.
• Ability to move within the office environment to access equipment, files, and interact with colleagues.
• Ability to handle occasional stress related to deadlines, workloads, or challenging tasks.

OTHER DUTIES AS ASSIGNED: This position description should not be construed to imply that these requirements are the exclusive standards of the position nor will it be the sole basis for any subsequent employee evaluations. Incumbents will follow any other instructions and perform any other related duties as may be required by their supervisor.

This position is subject to availability of funds and to any and all restrictions contained in the contract or contracts that provide funding for this position.

APPLICATION INFORMATION:
If you meet the minimum requirements for this position, please click on the "Apply" link posted below and complete the application. Please include a cover letter, resume, and at least three (3) professional references.

Our company is an equal opportunity/affirmative action employer. Applicants can learn more about the company's status as an equal opportunity employer by viewing the federal "EEO is the Law" poster at

Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, disability, or protected Veteran status.