Technical Support Analyst (Helpdesk)

Bitfocus•Las Vegas, NV

4d•$39,000 - $82,000•Remote

About The Position

Bitfocus builds and supports Clarity Human Services, technology used by communities to connect people experiencing homelessness with resources and to support HUD reporting and day-to-day data work. The Technical Support Analyst helps customers resolve technical issues, use the software and its reporting tools, and keep their work moving. The analyst researches and resolves support tickets within their tier, escalates issues and bugs to the appropriate teams, and reports bugs through Jira with sufficient detail for follow-up. This is a fully remote role on a tiered, collaborative Technical Support team. The role includes customer troubleshooting, software navigation and reporting support, bug escalation, documentation, pre-release testing, and customer feedback. It has a defined career track, with opportunities to handle increasingly complex tickets and work with greater independence as skills develop. The position reports to the Technical Support Manager.

Requirements

At least 1 year of experience in a customer-facing support role, helping customers, troubleshooting technical issues, and delivering service.
A degree or certification in computer science, information technology, or a related field, or equivalent professional experience.
Ability to investigate problems, identify root causes, and offer solutions or workarounds.
Ability to explain technical concepts verbally and in writing to technical and non-technical audiences.
Ability to listen actively, provide accurate information, and manage customer expectations under pressure.
Organization and attention to detail when handling multiple inquiries.
Ability to collaborate across teams, share knowledge, and work productively and independently on a remote team.

Nice To Haves

Experience in a technical or IT support environment.
Experience working on a completely remote team.
Experience with Clarity Human Services HMIS.
Knowledge of HMIS industry standards and regulations.
Familiarity with technical support best practices.

Responsibilities

Resolve customer support tickets within the assigned tier by researching problems, deploying solutions, and escalating issues when appropriate.
Guide customers through Clarity Human Services, including building and editing data outputs and using reporting and data analysis tools efficiently.
Support HUD and Federal Partner reporting.
Identify software bugs, create Jira tickets independently, and provide enough detail to avoid requiring the receiving team to re-contact the customer.
Recognize and quickly flag issues that could affect customer data, reporting deadlines, or compliance.
Partner with the documentation team to create and maintain user guides, FAQs, and knowledge base articles.
Participate in pre-release sprint testing and QA/QC with the development team, and clearly report testing results.
Gather customer feedback, identify patterns in customer pain points, and propose improvements to the Customer Experience team and other stakeholders.
Stay current on releases, enhancements, and HUD reporting specifications.
Complete special projects and training assigned by the Technical Support Manager or Shift Lead.

Benefits

100% employer-paid medical, dental, and vision coverage for employees.
Free virtual medical and mental health visits through Healthiest You, regardless of plan enrollment.
Confidential Employee Assistance Program and in-network therapy options.
12 weeks of paid parental leave.
Three weeks of paid vacation.
Two paid volunteer days.
Paid R&R Week at year-end.
401(k) with a 4% company match.
Monthly internet stipend.
Home office stipend when joining.
Year-round physical, emotional, financial, and social wellness resources through the EmpowerLinc program.
Defined career growth plans for every role.
Optional voluntary pet and legal insurance.
Eligibility for variable compensation (bonus).