Technical Support Specialist, Homeless Services
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Job Description
Technical Support Specialist supporting HMIS users and systems for ICF’s homelessness-services programs. Troubleshooting applications, managing documentation, testing releases, and improving training.
Responsibilities:
- Provide first- and second-level technical support to HMIS end users at participating agencies across the Continuum of Care
- Develop understanding of HMIS end-user workflows, processes, and procedures
- Recommend technology-enabled improvements through automation, enhanced user interfaces, and improved training
- Diagnose and troubleshoot software application issues, user errors, configuration problems, and system integrations
- Analyze application logs, error messages, and system behavior to identify root causes
- Assist with user management, permissions, account setup, and configuration tasks
- Participate in user acceptance and validation testing before software upgrades and releases
- Analyze technical support performance metrics
- Identify HMIS user knowledge gaps and implement continuous quality improvement in training
- Develop knowledge-base articles, FAQs, how-to guides, and other training resources
- Support quality assurance for HMIS training delivery, including new-user onboarding and advanced-user training
- Use CRM software and/or help desk platforms to provide technical support through self-service and on-demand modalities
- Partner with HMIS Lead and System Administration teams to communicate end-user feedback and identify software improvement opportunities
- Participate in meetings with the HMIS vendor regarding features, functionality, and UI/UX changes
- Recommend HMIS software improvements and training curriculum changes 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
- Significant professional experience working with HMIS and homeless services data systems
- Thorough understanding of HMIS software requirements
- Experience with ticket management systems such as Jira, Zendesk, Freshdesk, Salesforce Service Cloud, or ServiceNow
- Experience supporting software testing, tracking issues, and collaborating with developers to ensure requirements are fulfilled
- Excellent written and verbal communication skills
- Experience translating technical concepts to non-technical audiences using evidence-informed practices and adult learning principles
- Ability to prioritize and manage multiple activities simultaneously in a fast-paced, changing environment while meeting stringent deadlines
Benefits:
- Equal opportunity employer
- Reasonable accommodations for disabilities, disabled veterans, and sincerely held religious beliefs
- Confidential accommodation support
- Consideration of qualified applicants with arrest and conviction records
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