Technical Support Analyst – Helpdesk

Job not on LinkedIn

🕒 October 21

🎰 Nevada – Remote

🎰 Nevada – Remote

💵 $39k - $82k / year

⏰ Full Time

🟢 Junior

📞 Support Engineer

🚫👨‍🎓 No degree required

👻 Ghost score 0%

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• Open for 20 days.

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Bitfocus

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2003

🤝 B2B

🤝 Non-profit

🌍 Social Impact

B2B • Non-profit • Social Impact

Bitfocus is a leading system administration and software development firm specializing in integrated data solutions for human services. Their flagship product, Clarity Human Services, functions as a Homeless Management Information System (HMIS) aimed at enhancing the coordination and delivery of housing and related services. Bitfocus focuses on improving service delivery through data integration, compliance with federal regulations, and user-friendly tools that empower communities to address social challenges effectively.

📋 Description

• Resolve customer technical support tickets within your tier, researching and deploying solutions and escalating when appropriate • Guide customers through Clarity Human Services, including data outputs, reporting, HUD and Federal Partner reporting, and data analysis • Identify bugs and create detailed Jira tickets for escalation • Recognize issues affecting customer data, reporting deadlines, or compliance and flag them quickly • Partner with the documentation team on user guides, FAQs, and knowledge base articles • Participate in pre-release sprint testing and QA/QC with the development team and document results • Gather customer feedback, identify pain-point patterns, and propose improvements to the Customer Experience team and stakeholders • Stay current on releases, enhancements, and HUD reporting specifications • Take on special projects and training assigned by the Technical Support Manager or Shift Lead • Report to the Technical Support Manager

🎯 Requirements

• At least 1 year in a customer-facing support role, helping customers, troubleshooting technical issues, and delivering great service • A degree or certification in computer science, information technology, or a related field, or equivalent professional experience • Ability to investigate problems, find root causes, and offer solutions or workarounds • Ability to explain technical concepts in writing and verbally to technical and non-technical audiences • Ability to listen actively, provide accurate information, and manage customer expectations under pressure • Ability to manage multiple inquiries while maintaining attention to detail • Ability to collaborate with other teams and work independently and productively on a remote team • Reliable internet connection and a workspace where you can focus and take calls without interruption

🏖️ Benefits

• 100% employer-paid medical, dental, and vision coverage for employees • Free virtual medical and mental health visits through Healthiest You regardless of plan enrollment • Confidential Employee Assistance Program • In-network therapy options • 12 weeks paid parental leave • Three weeks paid vacation • Two paid volunteer days • Paid R&R Week at year-end • 401(k) with a 4% company match • Monthly internet stipend • Home office stipend when you join • Year-round physical, emotional, financial, and social wellness resources through EmpowerLinc • Defined career growth plans for every role • Voluntary pet and legal insurance

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