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 participating agencies throughout the Continuum of Care.

• Gain insights into HMIS end-user workflows, processes, and procedures.

• Propose technology-driven enhancements via automation, improved user interfaces, and better training initiatives.

• Diagnose and resolve software application issues, user errors, configuration challenges, and system integrations.

• Examine application logs, error messages, and system behavior to uncover root causes.

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

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

• Evaluate technical support performance metrics.

• Identify knowledge gaps among HMIS users and implement ongoing quality improvements in training.

• Create knowledge-base articles, FAQs, how-to guides, and various 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 offer technical support through both self-service and on-demand channels.

• Collaborate with the HMIS Lead and System Administration teams to relay end-user feedback and pinpoint software enhancement opportunities.

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

• Suggest HMIS software improvements and adjustments to training curriculum based on support data.

⛳️ Requirements

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

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

• Deep understanding of HMIS software requirements.

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

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

• Exceptional written and verbal communication abilities.

• Experience in translating technical concepts for non-technical audiences utilizing evidence-informed practices and adult learning principles.

• Capability to prioritize and manage multiple tasks concurrently in a dynamic, fast-paced environment while adhering to strict deadlines.

🏝️ Benefits

• Equal opportunity employer.

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

• Confidential accommodation support.

• Consideration of qualified applicants with arrest and conviction records.