Software Support Analyst
Thursday, January 3, 2013 Software Support Analyst
Pay commensurate with experience
WHO WE ARE
The Texas Homeless Network is a nonprofit organization dedicated to preventing and ending homelessness through education, resources and advocacy. Our organization is the statewide administrator for the Texas Homeless Management Information System, a web-based case management and reporting system.
WHO WE NEED
We’re looking for an entry-level analyst to help scale up technical support and online training to meet growing user demand. Our user community includes over 200 social workers, case managers and shelter personnel who utilize our software to assist homeless and at-risk individuals and families across Texas. In addition to help desk support, the analyst will also monitor data quality with reporting tools and provide beginner- to advanced-level training to users.
Qualifications: B.A. / B.S. with a minimum one-year direct experience; or, equivalent combination of education and experience, preferably in technical support and software training.
Responsibilities:
Troubleshoots Tier 1 issues as reported by end users over the phone, email or ticket tracker.
Provides timely resolution, escalating issues to Tier 2 when necessary.
Engages users to address stress points and improve support services.
Informs project management about system errors and usage trends
Conducts online training with individuals and groups.
Gathers feedback from trainees in order to identify future training topics.
Updates Frequently Asked Questions and online documentations
Creates user accounts and updates access privileges.
Deletes and merges duplicated records in a timely manner.
Proactively monitors data quality and system integrity
Essential Skills:
Excellent customer support and analytical skills in a technology-related role.
Demonstrated excellence in solving complex technical problems.
Ability to work independently.
Must be able to multi-task, under stress in an organized and professional manner.
Ability to effectively communicate with all levels of management.
Preferred Skills:
Experience with the nonprofit sector, especially homeless services.
Working knowledge of Google Maps, Google Fusion Tables, ArcGIS and SPSS.
Fluency in Spanish proffered, but not required.
Other Characteristics:
Must care compassionately about homeless individuals and families. While office work may seem routine, staff provide first contact with homeless people, service providers, governmental officials and others.Must have willingness to learn new concepts, keep an open mind.
Working Conditions:
Must be able to multi-task, Lift small to medium packages (less than 40 pounds), operate at a computer station for several hours a day in a normal office conditions, and be available to work evenings and weekends at THN conference and at training events.
How To Apply: Email a cover letter and 1-page resumé to gretchen@thn.org. The application deadline is January 11, 2013.
Software Support Analyst
Pay commensurate with experience
WHO WE ARE
The Texas Homeless Network is a nonprofit organization dedicated to preventing and ending homelessness through education, resources and advocacy. Our organization is the statewide administrator for the Texas Homeless Management Information System, a web-based case management and reporting system.
WHO WE NEED
We’re looking for an entry-level analyst to help scale up technical support and online training to meet growing user demand. Our user community includes over 200 social workers, case managers and shelter personnel who utilize our software to assist homeless and at-risk individuals and families across Texas. In addition to help desk support, the analyst will also monitor data quality with reporting tools and provide beginner- to advanced-level training to users.
Qualifications: B.A. / B.S. with a minimum one-year direct experience; or, equivalent combination of education and experience, preferably in technical support and software training.
Responsibilities:
Troubleshoots Tier 1 issues as reported by end users over the phone, email or ticket tracker.
Provides timely resolution, escalating issues to Tier 2 when necessary.
Engages users to address stress points and improve support services.
Informs project management about system errors and usage trends
Conducts online training with individuals and groups.
Gathers feedback from trainees in order to identify future training topics.
Updates Frequently Asked Questions and online documentations
Creates user accounts and updates access privileges.
Deletes and merges duplicated records in a timely manner.
Proactively monitors data quality and system integrity
Essential Skills:
Excellent customer support and analytical skills in a technology-related role.
Demonstrated excellence in solving complex technical problems.
Ability to work independently.
Must be able to multi-task, under stress in an organized and professional manner.
Ability to effectively communicate with all levels of management.
Preferred Skills:
Experience with the nonprofit sector, especially homeless services.
Working knowledge of Google Maps, Google Fusion Tables, ArcGIS and SPSS.
Fluency in Spanish proffered, but not required.
Other Characteristics:
Must care compassionately about homeless individuals and families. While office work may seem routine, staff provide first contact with homeless people, service providers, governmental officials and others.Must have willingness to learn new concepts, keep an open mind.
Working Conditions:
Must be able to multi-task, Lift small to medium packages (less than 40 pounds), operate at a computer station for several hours a day in a normal office conditions, and be available to work evenings and weekends at THN conference and at training events.
How To Apply: Email a cover letter and 1-page resumé to gretchen@thn.org. The application deadline is January 11, 2013.