Job Title: HIFIS Technical Support Clerk

Location: Halifax, Nova Scotia, Canada

Job Type: Full-time

About Us: The Affordable Housing Association of Nova Scotia is dedicated to supporting individuals and families experiencing homelessness through comprehensive services and data-driven solutions. We leverage the Homeless Individuals and Families Information System (HIFIS) to effectively manage client data and improve service delivery across Nova Scotia.

About Reaching Home: AHANS is also the Community Entity for the Government of Canada's Reaching Home program. Through this program, AHANS is a leader in the community working to find and implement impactful solutions aimed and reducing homelessness in our province. As a community led program, AHANS works with volunteer advisory boards to identify and fund solutions to reduce chronic homelessness. AHANS administers both the Designated Community Stream for Halifax Regional Municipality (HRM) as well as a Rural & Remote Stream that serves rural parts of Nova Scotia (outside HRM and CBRM). More on Reaching Home can be found here.

Position Summary: The HIFIS Technical Support Specialist plays a critical role in ensuring the smooth and efficient operation of the Homeless Individuals and Families Information System (HIFIS) for service providers, government and other community partners.

This position is responsible for providing user support, training/onboarding users, and maintaining data integrity within the HIFIS platform. The ideal candidate will possess strong customer support skills, technical skills, and a commitment to supporting organizations working to end homelessness.

Key Responsibilities:

Technical Troubleshooting & Resolution

• Support users with technical issues related to the HIFIS software, including but not limited to, login problems, creating users, data entry errors, reporting discrepancies, and system performance issues.
• Collaborate with internal teams or external vendors as needed to escalate and resolve complex technical problems.
• Document troubleshooting steps and resolutions for future reference and knowledge base development.

User Support & Guidance

• Provide timely and effective technical support to service providers via phone, email, and remote access. May include some on-call support.
• Answer user questions, provide clear instructions, and guide users through various HIFIS functionalities and processes.
• Support the development and maintenance of user-friendly documentation, FAQs, and training materials.

Training & Education

• Support training initiatives for new and existing HIFIS users, ensuring they have a thorough understanding of system functionalities, data entry protocols, and reporting capabilities.
• Stay current with HIFIS updates and new features to effectively educate users.

Data Integrity & Management

• Assist in maintaining the integrity and accuracy of data within HIFIS by monitoring for inconsistencies and providing guidance on best practices for data entry.
• Support data migration and clean-up efforts as required.

System Optimization & Enhancement

• Gather user feedback and identify opportunities for system improvements or enhancements.
• Contribute to the development of best practices and standard operating procedures for HIFIS usage.
• Participate in testing new HIFIS features or updates before deployment.

Required Experience

• Bachelor's degree in Information Technology, Computer Science, or a related field is preferred, or equivalent combination of education and experience.
• 2+ years of experience in a technical support or customer service role, preferably with a focus on database or information management systems.
• Experience working with HIFIS (Homeless Individuals and Families Information System) is highly desirable.
• Experience providing technical support in a non-profit or social services environment is an asset.
• **A combination of education and experience that demonstrates the ability to perform the duties of this position will be considered. **

Technical Skills

• Strong understanding of database concepts and data management principles.
• Familiarity with ticketing systems.
• Basic understanding of network connectivity and security principles is a plus.

Soft Skills

• Excellent communication skills, both verbal and written, with the ability to explain technical concepts to non-technical users.
• Strong analytical and problem-solving skills with a keen attention to detail.
• Exceptional customer service orientation and a patient, empathetic approach.
• Ability to work independently and as part of a team in a fast-paced environment.
• Strong organizational skills and ability to manage multiple priorities effectively.
• Commitment to the mission of addressing homelessness and supporting vulnerable populations.

We offer:

• Health and Dental Insurance (after probation period)
• Paid Holidays
• Financial support for professional growth/training
• Flexible working hours and location
• Casual work environment

Salary Range: $54,000-$60,000/yr, based on experience and qualifications

To Apply: Please submit your resume and cover letter outlining your relevant experience and why you are interested in this position to [email protected]

We thank all applicants for their interest; however, only those selected for an interview will be contacted.