Remote Helpdesk Analyst — Clarity HMIS Support

Bitfocus; United States; Remote; USD 39,000 - 82,000; Full time

Benefits offered by this job

Remote work

Internet stipend

Home office stipend

Health, dental, and vision coverage

Paid vacation and volunteer days

401(k) with company match

Job summary

Bitfocus is a fully distributed team offering a remote Technical Support role focused on Clarity Human Services. You’ll troubleshoot customer issues, guide users through the software, and Escalate bugs with clear Jira tickets. The role includes growth toward more complex tickets and greater independence.

Applicants with a year of customer-facing support, a technical background, and strong communication will thrive. The organization supports health, mental health, and work-life balance.

Qualifications

• At least 1 year in a customer-facing support role.
• Degree or certification in computer science, information technology, or related field, or equivalent experience.
• Diagnostic curiosity to identify root causes and offer solutions or workarounds.
• Clear communication to explain technical concepts to varied audiences.
• Calm under pressure with accurate information and expectations management.
• Strong organization and attention to detail across multiple inquiries.
• Collaborate with remote teams and stay self-directed.

Responsibilities

• Resolve customer issues by researching and deploying solutions and escalating when needed.
• Guide customers through Clarity Human Services, building outputs and using reporting features.
• Troubleshoot bugs and create Jira tickets with detailed information.
• Spot risk early and use judgment to protect customer data and deadlines.
• Build shared knowledge through documentation, FAQs, and knowledge base updates.
• Help ship better releases by joining pre-release testing and QA/QC.
• Be the voice of the customer by feeding feedback to internal teams.
• Keep learning by staying current on releases, HUD reporting specs, and trainings.

Skills

Customer-facing support experience

Technical foundation

Diagnostic curiosity

Clear communication

Calm under pressure

Organization and attention to detail

Collaboration and self-direction

Education

Degree or certification in CS/IT

Tools

Jira

Job description

Bitfocus is a fully distributed team offering a remote Technical Support role focused on Clarity Human Services. You’ll troubleshoot customer issues, guide users through the software, and Escalate bugs with clear Jira tickets. The role includes growth toward more complex tickets and greater independence.

Applicants with a year of customer-facing support, a technical background, and strong communication will thrive. The organization supports health, mental health, and work-life balance.