HMIS Support Specialist - Remote for Homeless Services

ICF; Oakland (CA); Hybrid; USD 90,000 - 152,000; Full time

Job summary

ICF is seeking a mission-driven Technical Support Specialist to help administer HMIS for a large Continuum of Care. The role emphasizes end-user support, troubleshooting, and collaboration with HMIS vendors and internal teams.

The candidate will work across documentation, training, and QA to ensure high-quality HMIS operations. A strong background in HMIS, data systems, and user-centric support is essential.

Qualifications

• Bachelor’s degree or equivalent experience in a related field.
• Significant experience with HMIS and homeless services data systems.
• Experience with ticket management systems (Jira, Zendesk, Freshdesk, Salesforce Service Cloud, or ServiceNow).
• Experience supporting software testing, tracking issues, and collaborating with developers.

Responsibilities

• Provide first- and second-level technical support to HMIS end users at HMIS participating agencies across the CoC.
• Develop understanding of HMIS workflows and propose automation and UI improvements.
• Diagnose and troubleshoot software issues, user errors, and configuration problems.
• Analyze logs and system behavior to identify root causes.
• Assist with user management, permissions, and setup tasks.
• Participate in user acceptance and validation testing for upgrades.

Skills

HMIS experience

Technical support

Communication skills

Problem solving

Education

Bachelor’s degree in Data Analytics, Computer Science or Information Systems, Public Policy, Planning, or a related field

Tools

Jira

Zendesk

Freshdesk

Salesforce Service Cloud

ServiceNow

Job description

ICF is seeking a mission-driven Technical Support Specialist to help administer HMIS for a large Continuum of Care. The role emphasizes end-user support, troubleshooting, and collaboration with HMIS vendors and internal teams.

The candidate will work across documentation, training, and QA to ensure high-quality HMIS operations. A strong background in HMIS, data systems, and user-centric support is essential.