Los Angeles Homeless Services Authority
Sr. Specialist, Technical Support
Los Angeles Homeless Services Authority, San Francisco, California, United States, 94199
Salary :
$66,560.16 - $95,803.86 Annually
Location :
CA 90017, CA
Job Type:
Full-time
Remote Employment:
Flexible/Hybrid
Job Number:
DMD10302
Department:
Data Analytics
Opening Date:
12/13/2024
Closing Date:
12/31/2024 11:59 PM Pacific
FLSA:
Exempt
Bargaining Unit:
SEIU 721
Job Summary
Theseeks motivated professionals who want to use their talents and skills to make a difference. Our 750+ FTE 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 have a real impact on 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, we coordinate and manage over $800 million annually in federal, state, county, and city funds for programs providing shelter, housing, and services to people experiencing homelessness.
Under the supervision of the Data Management Request and Operations Manager, the HMIS Sr Technical Support Specialist will be responsible for providing technical support in a timely, consistent, and courteous manner to all end users. The HMIS Technical Support Specialist will provide support to our end users by researching and answering questions, troubleshooting problems, and explaining resolutions clearly and concisely. The HMIS Technical Support Specialist will also monitor and maintain the ticketing system for the LA CoC.
The functions listed below are intended to describe the general nature and level of work being performed and are not to be interpreted as an exhaustive list of responsibilities.
Essential Job Functions
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/Continuum of Care 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/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 Support the development and implementation of solutions to improve request management. 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. 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. Create efficient workflows for basic user functions and maintain related documentation. Lead the Technical Support Specialists to ensure processes are being followed correctly. Maintain the Enterprise Ticketing System workflows to ensure they are aligned across multiple departments. Other duties and special projects as assigned. Knowledge, Skills & Abilities
Knowledge of the LA HMIS. 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 a 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 (Word, Excel, Access, Power Point and Outlook). Experience with screen video recording/editing software. Experience with developing and maintaining request operations. Basic knowledge of SQL. Training & Experience
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 on a hybrid schedule (two days in person per week). The Chief Executive Officer or designee may change the schedule of positions between hybrid and 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
We want to support all staff in reaching their personal and professional goals. Working for LAHSA has many benefits. Join our LAHSA team!
Medical Insurance LAHSA pays a portion of the premiums for medical for all full-time employees and their dependents. Employees are responsible for the difference in the premiums through automatic bi-monthly payroll deductions.
Medical plans are administered through ADP Workforce. The following are enrollment options:
Medical HMO/PPO:
Kaiser Permanente, Aetna
Dental Insurance LAHSA pays a portion of the premiums for selected dental benefits for all full-time employees and their dependents. Employees are responsible for the difference in the premiums through automatic bi-monthly payroll deductions. Dental plans are administered through ADP Workforce. The following are enrollment options:
Dental HMO/PPO:
Guardian Dental
VSP Vision Plan LAHSA offers this voluntary comprehensive vision plan to all full-time employees through ADP Workforce. It includes yearly comprehensive exams, lenses, frames and contact lenses. All premiums are pre-taxed and paid 100% by the employee through automatic bi-monthly payroll deductions.
AFLAC Supplemental Insurance LAHSA offers this voluntary supplemental insurance to all full-time employees. Plan options include personal accident, personal cancer indemnity, personal short-term disability, and personal life insurance plans. Most premiums are pre taxed and paid 100% by the employee through automatic bi-monthly payroll deductions.
ADP Flexible Spending Accounts LAHSA offers employees this voluntary flexible spending account plan through ADP Workforce. Employees may elect to participate in dependent care or health care expense accounts. All premiums are pre-taxed and paid 100% by the employee through automatic bimonthly payroll deductions.
Life Insurance LAHSA pays 100% of the premium for $50,000 basic life insurance coverage through ADP.
Voluntary Group Life Insurance LAHSA offers employees this voluntary group life insurance through Lincoln Financial. Employees may elect to participate in dependent care or health care expense accounts. All premiums are pre-taxed and paid 100% by the employee through automatic bimonthly payroll deductions.
Long Term Disability LAHSA pays 100% of the premium for long term disability coverage through ADP.
Public Service Loan Forgiveness (PSLF) Program Eligibility LAHSA is considered a government employer for the PSLF Program.
Pension Plan LAHSA provides a 401A pension plan through Lincoln Financial. After 6 months of employment, employees are eligible for contributions of 6% of the employee's salary with a qualification date of 500 hours or 6 months after the date of hire.
Deferred Compensation Plan LAHSA provides a 457 Deferred Compensation plan through Lincoln Financial. Employees may elect to defer up to IRS maximum limit per year of their earned salary for income tax purposes.
Time Off Administrative Leave Executive Director, chiefs, and directors receive five (5) days of admin leave each calendar year in addition to the time-off below.
Vacation Vacation is earned according to each month of service commencing with the employee's initial date of hire.
Less than three (3) years of employment, eighty (80) hours per year. Three (3) to six (6) years of employment, one hundred twenty (120) hours per year. More than six (6) years of employment, the one hundred twenty (120) hour total shall be supplemented by one (1) workday of paid leave for each twelve (12) months greater than seventy-two (72) months of employment. This vacation accrual is capped at thirty (30) workdays per year Maximum accrual of vacation leave is 240 hours.
Sick Leave Full-time employees accrue sick leave at a rate of 12 days per year. Maximum accrual of sick leave is 160 hours.
Paid Holidays All employees receive the following observed company holidays off: New Year's Day Martin Luther King Jr. Day President's Day Cesar Chavez Day Memorial Day Juneteenth Day Independence Day Labor Day Indigenous People's Day Veteran's Day Thanksgiving Day Day After Thanksgiving Christmas Day
In addition to the above holidays, full-time regular employees are entitled to two (2) "Floating Holidays" during the calendar year.
Updated 04/26/2024
$66,560.16 - $95,803.86 Annually
Location :
CA 90017, CA
Job Type:
Full-time
Remote Employment:
Flexible/Hybrid
Job Number:
DMD10302
Department:
Data Analytics
Opening Date:
12/13/2024
Closing Date:
12/31/2024 11:59 PM Pacific
FLSA:
Exempt
Bargaining Unit:
SEIU 721
Job Summary
Theseeks motivated professionals who want to use their talents and skills to make a difference. Our 750+ FTE 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 have a real impact on 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, we coordinate and manage over $800 million annually in federal, state, county, and city funds for programs providing shelter, housing, and services to people experiencing homelessness.
Under the supervision of the Data Management Request and Operations Manager, the HMIS Sr Technical Support Specialist will be responsible for providing technical support in a timely, consistent, and courteous manner to all end users. The HMIS Technical Support Specialist will provide support to our end users by researching and answering questions, troubleshooting problems, and explaining resolutions clearly and concisely. The HMIS Technical Support Specialist will also monitor and maintain the ticketing system for the LA CoC.
The functions listed below are intended to describe the general nature and level of work being performed and are not to be interpreted as an exhaustive list of responsibilities.
Essential Job Functions
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/Continuum of Care 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/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 Support the development and implementation of solutions to improve request management. 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. 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. Create efficient workflows for basic user functions and maintain related documentation. Lead the Technical Support Specialists to ensure processes are being followed correctly. Maintain the Enterprise Ticketing System workflows to ensure they are aligned across multiple departments. Other duties and special projects as assigned. Knowledge, Skills & Abilities
Knowledge of the LA HMIS. 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 a 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 (Word, Excel, Access, Power Point and Outlook). Experience with screen video recording/editing software. Experience with developing and maintaining request operations. Basic knowledge of SQL. Training & Experience
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 on a hybrid schedule (two days in person per week). The Chief Executive Officer or designee may change the schedule of positions between hybrid and 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
We want to support all staff in reaching their personal and professional goals. Working for LAHSA has many benefits. Join our LAHSA team!
Medical Insurance LAHSA pays a portion of the premiums for medical for all full-time employees and their dependents. Employees are responsible for the difference in the premiums through automatic bi-monthly payroll deductions.
Medical plans are administered through ADP Workforce. The following are enrollment options:
Medical HMO/PPO:
Kaiser Permanente, Aetna
Dental Insurance LAHSA pays a portion of the premiums for selected dental benefits for all full-time employees and their dependents. Employees are responsible for the difference in the premiums through automatic bi-monthly payroll deductions. Dental plans are administered through ADP Workforce. The following are enrollment options:
Dental HMO/PPO:
Guardian Dental
VSP Vision Plan LAHSA offers this voluntary comprehensive vision plan to all full-time employees through ADP Workforce. It includes yearly comprehensive exams, lenses, frames and contact lenses. All premiums are pre-taxed and paid 100% by the employee through automatic bi-monthly payroll deductions.
AFLAC Supplemental Insurance LAHSA offers this voluntary supplemental insurance to all full-time employees. Plan options include personal accident, personal cancer indemnity, personal short-term disability, and personal life insurance plans. Most premiums are pre taxed and paid 100% by the employee through automatic bi-monthly payroll deductions.
ADP Flexible Spending Accounts LAHSA offers employees this voluntary flexible spending account plan through ADP Workforce. Employees may elect to participate in dependent care or health care expense accounts. All premiums are pre-taxed and paid 100% by the employee through automatic bimonthly payroll deductions.
Life Insurance LAHSA pays 100% of the premium for $50,000 basic life insurance coverage through ADP.
Voluntary Group Life Insurance LAHSA offers employees this voluntary group life insurance through Lincoln Financial. Employees may elect to participate in dependent care or health care expense accounts. All premiums are pre-taxed and paid 100% by the employee through automatic bimonthly payroll deductions.
Long Term Disability LAHSA pays 100% of the premium for long term disability coverage through ADP.
Public Service Loan Forgiveness (PSLF) Program Eligibility LAHSA is considered a government employer for the PSLF Program.
Pension Plan LAHSA provides a 401A pension plan through Lincoln Financial. After 6 months of employment, employees are eligible for contributions of 6% of the employee's salary with a qualification date of 500 hours or 6 months after the date of hire.
Deferred Compensation Plan LAHSA provides a 457 Deferred Compensation plan through Lincoln Financial. Employees may elect to defer up to IRS maximum limit per year of their earned salary for income tax purposes.
Time Off Administrative Leave Executive Director, chiefs, and directors receive five (5) days of admin leave each calendar year in addition to the time-off below.
Vacation Vacation is earned according to each month of service commencing with the employee's initial date of hire.
Less than three (3) years of employment, eighty (80) hours per year. Three (3) to six (6) years of employment, one hundred twenty (120) hours per year. More than six (6) years of employment, the one hundred twenty (120) hour total shall be supplemented by one (1) workday of paid leave for each twelve (12) months greater than seventy-two (72) months of employment. This vacation accrual is capped at thirty (30) workdays per year Maximum accrual of vacation leave is 240 hours.
Sick Leave Full-time employees accrue sick leave at a rate of 12 days per year. Maximum accrual of sick leave is 160 hours.
Paid Holidays All employees receive the following observed company holidays off: New Year's Day Martin Luther King Jr. Day President's Day Cesar Chavez Day Memorial Day Juneteenth Day Independence Day Labor Day Indigenous People's Day Veteran's Day Thanksgiving Day Day After Thanksgiving Christmas Day
In addition to the above holidays, full-time regular employees are entitled to two (2) "Floating Holidays" during the calendar year.
Updated 04/26/2024