Title: Technical Support Analyst (Remote)

Location:
Category: Customer Service
Job Type: Full-Time
Job Desc:

Who we are:

Bitfocus is a rapidly growing company working to help communities use data to tackle their greatest social challenges. Our software and services help non-profit, government, and community organizations build effective response systems to homelessness, and are used in more than 75 communities, including high profile communities serving the densest populations of homelessness nationwide.

Operating on the front-line, the Technical Support Team is comprised of cross-disciplinary experts that assist our customers ensure they are making the most effective use of our products and services.

What you’ll do:

• Provide daily system, administrative, and operational support
• Become a subject matter expert (SME) of our Clarity Human Services software
• Become a subject matter expert (SME) on Continuum of Care activities
• System management
• Quality assurance
• System configuration to meet local client objectives
• Data analytics
• Managing support desk tickets, and maintaining Service Level Agreements
• Serving as a technical resource for user documentation
• Project management
• Generating reports
• Developing and maintaining databases for reporting
• Developing problem resolution by analyzing processing problems
• Recommending solutions and working with other departments to test and implement solutions

What we’d love you to bring:
Our ideal candidate has a background in HMIS, homeless services, and/or the human services system.

• Experience using a Homeless Management Information System (HMIS)
• Excellent problem solving and troubleshooting skills
• A strong analytical background
• Adaptable and able to effectively multi-task

Software Skills Required:

• Advanced Microsoft Excel (Crosstabs, Pivots, Formulas)
• Experience working with Help Desk software a plus

Skills Required:

• Strong technical, analytical, communication & organizational skills
• Principles of computer data processing, business systems applications, techniques of software and systems quality assurance and control

Qualifications:

• College Degree in computer science, social work or related field strongly preferred but not required
• Computer proficiency, knowledge of SQL databases a plus, but not required
• Preferably 1 year experience in a related field
• Technical aptitude

What we offer:
In addition to a smart team of dedicated and friendly colleagues, we offer the following compensation and benefits:

• Full-time employment (40 hrs a week)
• Salary: DOQ
• Remote Work (requires a quiet home office environment)
• Apple iMac computer and VoIP phone provided for your home office
• Medical, Dental and Vision insurance plans, 401k, Paid Time Off, Paid Volunteer Time Off, Sick Leave, Holidays