Specialist, Technical Support

Job Summary

The Los Angeles Homeless Services Authority (LAHSA) seeks motivated professionals who want to use their talents and skills to make a difference. Our staff are adaptive problem solvers and passionate about enriching people's lives. If you are mission-driven, dedicated to superior service and support, and can diligently work independently and in a collaborative environment, join our team. LAHSA is leading the fight to end homelessness in LA County. Here, not only would your work impact the community, but we also offer a comprehensive and competitive benefits package. Created in 1993, LAHSA is a joint powers authority of the city and county of Los Angeles. As the lead agency in the HUD-funded Los Angeles Continuum of Care (CoC), we coordinate and manage federal, state, county, and city funds for programs providing shelter, housing, and services to people experiencing homelessness.

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.

Essential Job Functions

• 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, Skills & Abilities

• 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.

Training & Experience

• Bachelor's 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 driver's license is required.