Los Angeles Homeless Services Authority · 5 hours ago
Specialist, Technical Support (Client Portal)
Los Angeles, CA
Full-time
Hybrid
Mid Level
$70K/yr - $90K/yr
3+ years expThe Los Angeles Homeless Services Authority (LAHSA) is dedicated to ending homelessness in LA City and is seeking a Technical Support Specialist for their Client Portal. This role involves providing technical support to users of the Homeless Management Information System (HMIS), troubleshooting issues, and coordinating resources for clients accessing the portal.
AssociationGovernmentSocial
Responsibilities
Provide friendly and helpful customer service to participants accessing the client portal
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, resetting passwords, troubleshooting logins, and assisting with navigation of the LA/Continuum of Care HMIS, and the HMIS Customer Portal
Support with training service providers on how to help clients gain access to the client portal
Monitor the client portal usage and provide regular reports to track engagement and develop strategies to improve engagement
Establish good working relationships with end users
Record, track, and document the help desk/ticketing system 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 and Data request-related issues to identify common trends and underlying problems
Develop tutorial videos, conduct live webinars, and update our website with helpful tips
Stay current with HMIS information, changes, and updates. Prioritize those impacting the Customer Portal
Create and maintain a resource directory geared towards clients experiencing homelessness
Support with the distribution of communications for Customer Portal users
Test new system features and document findings
Engage in data management activities and quality monitoring control
Analyze and make recommendations for HMIS standardization
Analyze and make recommendations for help desk/ticketing system standardization
Facilitate a weekly HMIS working session course for end users to obtain in-person assistance
Other duties and special projects as assigned
Qualification
Required
Knowledge of the HMIS; LA CoC HMIS is preferred
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 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 Suite (Word, Excel, Access, Power Point, Outlook and Smartsheet
Bachelor's degree in Information Technology, Social Services or any related field
The candidate must have a valid California Drivers' License and a good driving record for a minimum of three (3) years
Proven professional experience and educational background
Preferred
Knowledge of software maintenance is preferred
Experience in trauma-informed care and working with clients preferred
Lived experience is a plus
Familiarity with vendor relations is a plus
Benefits
Medical Insurance
Dental Insurance
VSP Vision Plan
AFLAC Supplemental Insurance
ADP Flexible Spending Accounts
Life Insurance
Voluntary Group Life Insurance
Long Term Disability
Public Service Loan Forgiveness (PSLF) Program Eligibility
Pension Plan
Deferred Compensation Plan
Time Off Administrative Leave
Vacation
Sick Leave
Paid Holidays
Company
Los Angeles Homeless Services Authority
Los Angeles Homeless Services Authority is a government agency that provides housing and services for homeless families and individuals.
501-1000 employees
Funding
Current Stage
Late StageLeadership Team
Jeffrey Samson
Deputy Chief Financial and Administration Officer
Keshia Douglas, PHR, SHRM-CP
Deputy Chief Talent Officer
Recent News
2025-09-21
2025-07-18
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