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ICF
ICF
5,001 – 10,000 Employees
H1B Visa SponsorHealthcareLogisticsMarketing
ICF is a global consulting and technology services company working with government and commercial clients on complex challenges across Federal IT modernization, energy and utilities, public health, climate resilience, disaster management, and transportation. Its teams combine data and analytics, artificial intelligence, cybersecurity, and sector expertise to develop and deliver practical solutions. ICF also focuses on corporate citizenship and sustainability, including efforts that support social programs, community development, and a lower-emissions future. The company operates internationally, with a notable European presence in Belgium, Spain, and the UK.
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Technical Support Specialist, HMIS Homeless Services — California Remote

ICF seeks a Technical Support Specialist to assist HMIS users, resolve application and integration issues, and strengthen training and system improvements. The full-time remote role supports participating homeless-services agencies across California.

USUnited StatesCACalifornia
$89,649 – $152,404 / year
RemoteFull-timeMiddleSeniorEnglish RequiredIT Support
CloudServiceNow

Description

  • Deliver first- and second-level HMIS support to end users at participating Continuum of Care agencies
  • Build expertise in HMIS workflows and recommend technology-based process improvements
  • Investigate software, user, configuration, and integration problems
  • Review application logs, error messages, and system behavior to determine root causes
  • Handle user administration, permissions, account provisioning, and configuration activities
  • Take part in user acceptance and validation testing for upgrades and releases
  • Review technical support performance metrics
  • Use support-request data to identify HMIS knowledge gaps and improve training quality
  • Create knowledge-base articles, FAQs, how-to documentation, and other learning materials
  • Help maintain quality standards for HMIS training, from onboarding through advanced instruction
  • Provide support through CRM and help desk platforms, including self-service and on-demand channels
  • Share user feedback and potential HMIS improvements with HMIS Lead and System Administration teams
  • Join vendor discussions covering HMIS features, functionality, and UI/UX updates
  • Use support data to recommend HMIS product and training-curriculum changes

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 homeless-services data systems
  • Strong 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 working with developers to fulfill requirements
  • Excellent written and verbal communication skills, including the ability to explain technical material clearly
  • Ability to make technical concepts accessible to nontechnical audiences through evidence-informed practices and adult-learning principles
  • Ability to prioritize multiple concurrent activities in a fast-changing environment while meeting stringent deadlines

Benefits

  • ICF is an equal opportunity employer
  • Reasonable accommodations are available for disabilities, disabled veterans, and sincerely held religious beliefs
  • Confidential accommodation assistance is available during application and employment

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