[Hiring] Technical Support Specialist @ICF

Role Description

ICF’s Homeless Services team works with federal agencies, state and local governments, non-profits, and other community partners to implement evidence-based best practices and to innovate and identify new solutions to ending homelessness. ICF is currently seeking an experienced and mission-oriented candidate to support the administration and operation of a Homeless Management Information System (HMIS) for a large Continuum of Care (CoC).

The successful candidate will serve as a primary point of contact for troubleshooting HMIS application issues, resolving HMIS end user inquiries, documenting solutions, elevating issues through the appropriate channels using defined protocols, and collaborating across the HMIS Lead, HMIS vendor, and HMIS system administration teams to ensure a positive experience for HMIS end users.

Please note: This role is contingent upon a contract award. While it is not an immediate opening, we are actively conducting interviews and extending offers in anticipation of the award.

Key Responsibilities

• Technical Support
  • Provide first- and second-level technical support to HMIS end users at HMIS participating agencies across the CoC.
  • Develop a strong understanding of HMIS end user workflows, processes, and procedures for using HMIS and 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 to ensure HMIS access for end users.
  • Analyze application logs, error messages, and system behavior to identify root causes.
  • Assist customers with user management, permissions, account setup, and configuration tasks.
  • Participate in user acceptance and validation testing prior to software upgrades and releases.
• Documentation and Knowledge Management
  • Analyze technical support performance metrics to ensure accurate and timely technical support is provided to HMIS end users.
  • Assess request variables to understand gaps in HMIS user knowledge and to implement continuous quality improvement cycles within training.
  • Contribute to HMIS training and/or resource library through the development of professional guidance, such as knowledge base articles, FAQs, how-to guides, and other training resources, in collaboration with HMIS training and instructional design teammates.
  • Support quality assurance activities for the development and delivery of HMIS trainings, including new user onboarding and advanced user trainings.
  • Utilize customer relationship management software and/or help desk platforms to provide high quality technical support through a variety of modalities, including end user self-service and on-demand technical support.
• Collaboration and Communication
  • Partner with appropriate teams across the HMIS Lead Agency and HMIS System Administration agency to communicate end user feedback and identify HMIS software improvement opportunities.
  • Participate in regular meetings with the HMIS vendor to understand features, functionality, and changes to UI/UX.
  • Recommend HMIS software improvements and changes to training curricula based on technical support data.

Qualifications

• 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, including a 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.

Preferred Qualifications

• Experience translating 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.
• Experience supporting software testing, tracking issues, and collaborating with developers to ensure requirements are fulfilled.

Pay Range

The pay range for this position based on full-time employment is: $89,649.00 - $152,404.00.