Technical Support Specialist, Homeless Services

This is a fully remote position, open to applicants in California.

📋 Description

• Deliver first- and second-level technical assistance to HMIS end users at various agencies across the Continuum of Care.

• Gain a comprehensive understanding of HMIS workflows, processes, and procedures, and suggest technology-driven enhancements.

• Identify and resolve software application problems, user mistakes, configuration issues, and system integrations.

• Examine application logs, error notifications, and system behavior to ascertain root causes.

• Aid in user management, permissions, account setup, and configuration responsibilities.

• Engage in user acceptance and validation testing prior to software upgrades and releases.

• Evaluate technical support performance metrics.

• Review request variables to pinpoint HMIS user knowledge gaps and foster continuous quality improvement in training.

• Create knowledge base articles, FAQs, how-to guides, and other training materials.

• Ensure quality assurance for HMIS training delivery, encompassing new-user onboarding and advanced-user training.

• Utilize CRM software and/or help desk platforms to provide technical support through self-service and on-demand methods.

• Relay end-user feedback and identify opportunities for HMIS software enhancements with the HMIS Lead and System Administration teams.

• Attend meetings with the HMIS vendor to discuss features, functionality, and UI/UX modifications.

• Propose HMIS software enhancements and training curriculum adjustments based on technical support analytics.

⛳️ Requirements

• Bachelor’s degree in Data Analytics, Computer Science, Information Systems, Public Policy, Planning, or a related discipline; equivalent experience may be accepted.

• Extensive professional experience with HMIS and data systems related to homeless services.

• In-depth understanding of HMIS software specifications.

• Familiarity with ticket management systems like Jira, Zendesk, Freshdesk, Salesforce Service Cloud, or ServiceNow.

• Experience in supporting software testing, tracking issues, and collaborating with developers to ensure requirements are met.

• Exceptional written and verbal communication abilities, capable of articulating technical information clearly.

• Skill in translating technical concepts for a non-technical audience using evidence-based practices and adult learning principles.

• Capacity to prioritize and manage multiple tasks simultaneously in a dynamic, fast-paced environment while adhering to tight deadlines.

🏝️ Benefits

• Equal opportunity employer.

• Reasonable accommodations for disabilities, disabled veterans, and sincerely held religious beliefs.

• Confidential accommodation support during the application and employment processes.