Technical Support Specialist, Homeless Services

Job not on LinkedIn

🔥 0 minutes ago

🏄 California – Remote

🏄 California – Remote

💵 $89.6k - $152.4k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💻 IT Support

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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ICF

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 1969

💼 Consulting

🏛️ Government

🏥 Healthcare

💰 $29M Grant on 2023-03

Consulting • Government • Healthcare

ICF is a global consulting firm founded over 55 years ago that partners with governments, businesses, and communities to deliver data-driven, technology-enabled solutions for complex public- and private-sector challenges. Its work areas include digital modernization, data analytics, resilience and adaptation, energy planning, federal health programs, disaster management, and infrastructure and transportation support. ICF provides consulting, program implementation, and advisory services to drive measurable outcomes and build community resilience.

📋 Description

• 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