Remote HMIS Support Specialist – Homeless Services

ICF

United States

Remote

USD 90,000 - 152,000

Full time

8 days ago

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Job summary

ICF’s Homeless Services team seeks an experienced Technical Support Specialist to manage HMIS administration and end-user support across a large CoC. The role entails troubleshooting HMIS issues, documenting solutions, and coordinating with HMIS Lead, vendor, and system administration teams to ensure a smooth end-user experience.

This position is contingent upon a contract award; interviews are underway in anticipation of the award.

Qualifications

Bachelor’s degree or equivalent experience in a related field.
Significant HMIS and homeless services data systems experience.
Experience with ticket management systems (e.g., Jira, Zendesk, Freshdesk, Salesforce Service Cloud, ServiceNow).
Experience supporting software testing and collaborating with developers to meet requirements.
Excellent written and verbal communication skills.

Responsibilities

Provide first- and second-level technical support to HMIS end users across the CoC.
Understand HMIS workflows and suggest improvements through automation, UI enhancements, and training.
Diagnose and troubleshoot software issues, user errors, and system integrations to ensure HMIS access.
Analyze logs and errors to identify root causes and fix issues.
Assist with user management, permissions, and configuration tasks.
Participate in testing prior to software upgrades and releases.