Specialist, Technical Support

The HMIS Technical Support Specialist will be responsible for providing technical support in a timely consistent and courteous manner to all end users. The HMIS Technical Support Specialist will provide support to our end users by researching and answering questions troubleshooting problems and explaining resolutions in a clear concise manner. The HMIS Technical Support Specialist will also monitor and maintain the LA CoC HMIS mailbox.

The functions listed below are intended to describe the general nature and level of work being performed and are not to be interpreted as an exhaustive list of responsibilities.

• Oversees and manages 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. Solutions include but are not limited to assisting with navigation of the LA/OC HMIS resolving data issues investigating report discrepancies and assisting users with the training website.
• Establish good working relationships with end users.
• Record track and document the help desk request problem-solving process including all successful/unsuccessful decisions made and actions taken through to the final resolution.
• Follow standard procedures for proper escalation of unresolved issues to the appropriate internal team.
• 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 our HMIS website with helpful tips.
• Keep up to date with HMIS information changes and updates.
• Test new system features and document findings.
• Engage in data management activities and quality monitoring control.
• Analyze and make recommendations for HMIS standardization.
• Facilitate a weekly HMIS working session course for end users to obtain in-person assistance.
• Other duties and special projects as assigned.

• Knowledge of the LA/OC HMIS.
• Excellent people skills specifically a capacity for collaboration and interpersonal relationships.
• Excellent written and verbal communication skills including the ability to express technical concepts clearly to both technical and non-technical audiences.
• Strong organizational skills with a strong attention to detail.
• Expert problem solving prioritization and decision-making capabilities.
• Strong ability to multi-task and prioritize workload.
• Intermediate level of computer software programs specifically Microsoft Office (Word Excel Access Power Point and Outlook).
• Experience with screen video recording/editing software.
• Basic knowledge of SQL.

• Bachelors degree in information technology computer science or related field.
• Any combination of extensive and applicable work experience and educational credentials to perform the above duties successfully.

• A valid drivers license is required.