Technical Support Specialist, Homeless Services

Job not on LinkedIn

🔥 3 minutes ago

🏄 California – Remote

🏄 California – Remote

💵 $89.6k - $152.4k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💻 IT Support

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 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

🏥 Healthcare

📦 Logistics

📣 Marketing

💰 $30M Grant on 2021-03

Healthcare • Logistics • Marketing

ICF is a global consulting and technology services company that helps government and commercial clients tackle complex challenges. The firm provides expertise in areas such as Federal IT modernization, energy and utilities, public health, climate resilience, disaster management, and transportation. ICF leverages data and analytics, artificial intelligence, and cybersecurity to deliver innovative solutions. With a strong commitment to corporate citizenship and sustainability, ICF supports social programs and community development, aiming for a sustainable, low-emissions future. The company operates worldwide, with significant presence in Europe through its offices in Belgium, Spain, and the UK.

📋 Description

• Provide first- and second-level technical support to HMIS end users at participating agencies across the Continuum of Care • Develop understanding of HMIS workflows, processes, and procedures and recommend technology-enabled improvements • 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 • Assess request variables to 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 • Communicate end-user feedback and identify HMIS software improvement opportunities with HMIS Lead and System Administration teams • Participate in meetings with the HMIS vendor regarding features, functionality, and UI/UX changes • Recommend HMIS software improvements and training curriculum changes based on technical 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, with the ability to explain technical information clearly • Ability to translate technical concepts to a non-technical audience 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 during application and employment processes