Homeless Services, Technical Support Specialist (Los Angeles Area or REMOTE ROLE)
Core
Provide first- and second-level technical support for a Homeless Management Information System (HMIS) to end users across a Continuum of Care, troubleshooting software issues, managing user accounts, and documenting solutions.
Role type
Senior IC technical support specialist (HMIS)
Builds
HMIS application stability and user experience for homeless service agencies
Domain
Social services / Non-profit / Public sector / Homelessness
Deliverable
client delivery
Required skills
HMIS software expertise, ticket management systems (Jira, Zendesk, Salesforce, ServiceNow), software testing, user account management, root cause analysis, knowledge base creation
Preferred skills
Translating technical concepts to non-technical audiences, prioritizing in fast-paced environments, adult learning principles
Technologies
HMIS, Jira, Zendesk, Freshdesk, Salesforce Service Cloud, ServiceNow
Responsibilities
Diagnose and troubleshoot HMIS application issues and system integrations; Assist customers with user management, permissions, and configuration; Develop training resources and knowledge base articles; Analyze support metrics to identify gaps and improve workflows; Collaborate with HMIS vendors and system administration teams.
Seniority
Senior, hands-on IC