Specialist, Technical Support

$66,560 - $87,094/Yr

Los Angeles Homeless Services Authority - Los Angeles, CA

Full-time - Entry Level

Los Angeles, CA

501-1,000 employees

Social Assistance

About the position

The HMIS Technical Support Specialist at the Los Angeles Homeless Services Authority (LAHSA) is responsible for providing technical support to end users, ensuring timely and courteous assistance. This role involves troubleshooting issues, managing help desk requests, and maintaining effective communication with users. The specialist will also engage in data management activities and contribute to the overall mission of LAHSA to combat homelessness in LA County.

Responsibilities

• Oversee and manage processes to meet contractual reporting requirements.
• Provide friendly and helpful customer service as LAHSA HMIS' first point of contact.
• Provide technical support via phone, email, web, or in-person.
• Research, troubleshoot, and identify solutions to resolve end user issues.
• Assist with navigation of the LA/OC HMIS, resolving data issues, and investigating report discrepancies.
• Record, track, and document the help desk request problem-solving process.
• Follow standard procedures for proper escalation of unresolved issues.
• Create new HMIS user accounts, passwords, and set appropriate permissions.
• Analyze incoming HMIS related issues to identify common trends and underlying problems.
• Develop tutorial videos, conduct live webinars, and update the HMIS website with helpful tips.
• Test new system features and document findings.
• Engage in data management activities and quality monitoring control.
• Facilitate a weekly HMIS working session course for end users.

Requirements

• Bachelor's degree in information technology, computer science, or related field.
• Experience in software troubleshooting.
• Strong organizational skills with attention to detail.
• Excellent written and verbal communication skills.
• Intermediate level of computer software programs, specifically Microsoft Office (Word, Excel, Access, PowerPoint, and Outlook).
• Basic knowledge of SQL.

Nice-to-haves

• Experience with screen video recording/editing software.

Benefits

• 401(a)
• Dental insurance
• Disability insurance
• Flexible spending account
• Health insurance
• Life insurance
• Loan forgiveness