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., This position is currently in a hybrid schedule. While schedules are subject to change, the current requirements are that staff work onsite no less than two times a week. The Chief Executive Officer or designee may change the schedule of positions between hybrid or fully onsite, as necessary to accomplish LAHSA's business needs.

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., * 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.

Pulled from the full job description

• Loan forgiveness
• Health insurance
• Vision insurance
• Dental insurance
• Flexible spending account
• Life insurance
• Disability insurance, Dental Insurance LAHSA pays a portion of the premiums for selected dental benefits for all full-time employees and their dependents. Employees are responsible for the difference in the premiums through automatic bi-monthly payroll deductions. Dental plans are administered through ADP Workforce. The following are enrollment options:

Dental HMO/PPO: Guardian Dental

VSP Vision Plan LAHSA offers this voluntary comprehensive vision plan to all full-time employees through ADP Workforce. It includes yearly comprehensive exams, lenses, frames and contact lenses. All premiums are pre-taxed and paid 100% by the employee through automatic bi-monthly payroll deductions.

AFLAC Supplemental Insurance LAHSA offers this voluntary supplemental insurance to all full-time employees. Plan options include personal accident, personal cancer indemnity, personal short-term disability, and personal life insurance plans. Most premiums are pre taxed and paid 100% by the employee through automatic bi-monthly payroll deductions.

ADP Flexible Spending Accounts LAHSA offers employees this voluntary flexible spending account plan through ADP Workforce. Employees may elect to participate in dependent care or health care expense accounts. All premiums are pre-taxed and paid 100% by the employee through automatic bimonthly payroll deductions.

Life Insurance LAHSA pays 100% of the premium for $50,000 basic life insurance coverage through ADP.

Voluntary Group Life Insurance LAHSA offers employees this voluntary group life insurance through Lincoln Financial. Employees may elect to participate in dependent care or health care expense accounts. All premiums are pre-taxed and paid 100% by the employee through automatic bimonthly payroll deductions.

Long Term Disability LAHSA pays 100% of the premium for long term disability coverage through ADP.

Public Service Loan Forgiveness (PSLF) Program Eligibility LAHSA is considered a government employer for the PSLF Program.

Pension Plan LAHSA provides a 401A pension plan through Lincoln Financial. After 6 months of employment, employees are eligible for contributions of 6% of the employee's salary with a qualification date of 500 hours or 6 months after the date of hire.

Deferred Compensation Plan LAHSA provides a 457 Deferred Compensation plan through Lincoln Financial. Employees may elect to defer up to IRS maximum limit per year of their earned salary for income tax purposes.

Time Off Administrative Leave Chief Executive Officer, chiefs, and directors receive five (5) days of admin leave each calendar year in addition to the time-off below.

Vacation Vacation is earned according to each month of service commencing with the employee's initial date of hire.

• Less than three (3) years of employment, eighty (80) hours per year.
• Three (3) to six (6) years of employment, one hundred twenty (120) hours per year.
• More than six (6) years of employment, the one hundred twenty (120) hour total shall be supplemented by one (1) workday of paid leave for each twelve (12) months greater than seventy-two (72) months of employment. This vacation accrual is capped at thirty (30) workdays per year

Maximum accrual of vacation leave is 240 hours.

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., We want to support all staff in reaching their personal and professional goals. Working for LAHSA has many benefits. Join our LAHSA team! Medical Insurance LAHSA pays a portion of the premiums for medical for all full-time employees and their dependents. Employees are responsible for the difference in the premiums through automatic bi-monthly payroll deductions. Medical plans are administered through ADP Workforce. The following are enrollment options, Full-time employees accrue sick leave at a rate of 12 days per year. Maximum accrual of sick leave is 160 hours. Paid Holidays All employees receive the following observed company holidays off: New Year's Day Martin Luther King Jr. Day President's Day Cesar Chavez Day Memorial Day Juneteenth Day Independence Day Labor Day Indigenous People's Day Veteran's Day Thanksgiving Day Day After Thanksgiving