ICF is a global consulting firm that helps governments, businesses, and communities address complex challenges through data, technology, and program expertise. Founded in 1969, the company works across consulting, government, and healthcare, supporting digital modernization, analytics, resilience and adaptation, energy planning, federal health programs, disaster management, infrastructure, and transportation. Its teams combine advisory services with program implementation to help clients achieve measurable results and strengthen community resilience.
Technical Support Specialist – HMIS and Homeless Services (California Remote)
Support HMIS users and systems serving homelessness-services programs in California. Troubleshoot applications, manage documentation, test releases, and strengthen user training.
United States
California$89,649 – $152,404 / year
RemoteFull-timeMiddleSeniorEnglish RequiredIT SupportDescription
- Deliver first- and second-level technical support to HMIS users at participating Continuum of Care agencies
- Build a working knowledge of HMIS user workflows, processes, and procedures
- Propose technology improvements involving automation, user-interface enhancements, and training
- Investigate and resolve application defects, user mistakes, configuration issues, and system integrations
- Review application logs, error messages, and system behavior to determine root causes
- Handle user accounts, permissions, setup, and configuration activities
- Contribute to user acceptance and validation testing ahead of upgrades and releases
- Review technical support performance data and metrics
- Assess HMIS knowledge gaps and apply ongoing improvements to training
- Create knowledge-base content, FAQs, how-to documentation, and other learning materials
- Help maintain quality standards for HMIS training, including onboarding and advanced-user programs
- Provide self-service and on-demand technical assistance through CRM and help desk platforms
- Work with HMIS Lead and System Administration teams to relay user feedback and identify product improvements
- Join vendor discussions covering HMIS features, functionality, and UI/UX updates
- Use support data to recommend HMIS product enhancements and training-curriculum updates
Requirements
- Bachelor’s degree in data analytics, computer science, information systems, public policy, planning, or a related discipline; equivalent experience may be considered
- Substantial professional experience with HMIS and homelessness-services data systems
- In-depth knowledge of HMIS software requirements
- Experience using ticketing platforms such as Jira, Zendesk, Freshdesk, Salesforce Service Cloud, or ServiceNow
- Background in software testing, issue tracking, and developer collaboration to confirm requirements are met
- Strong written and verbal communication skills
- Ability to explain technical topics to non-technical audiences using evidence-informed methods and adult-learning principles
- Capacity to organize competing priorities in a fast-changing environment while meeting demanding deadlines
Benefits
- ICF is an equal opportunity employer
- Reasonable accommodations are available for people with disabilities, disabled veterans, and sincerely held religious beliefs
- Confidential support is available for accommodation requests
- Qualified applicants with arrest or conviction records will be considered