Technical Support Technician Jobs in Los Angeles, CA

JOB
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.
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.
EXAMPLE OF DUTIES

• 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.

SUPPLEMENTAL INFORMATION

• 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.

Work Schedule:
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.

Applicants may make a reasonable accommodation request for this job by calling the Human Resources Department at (213) 683-3333; or via email at humanresources@lahsa.org.

We are an Equal Opportunity / E-Verify Employer