What You'll Be Doing

The Homeless Management Information System (HMIS) IT Specialist will provide technical assistance, customer support, and helpdesk management for HMIS users within the Wake Continuum of Care (CoC). This role is ideal for individuals with a strong attention to detail, problem-solving skills, and a passion for supporting service providers in their data management needs. The specialist will troubleshoot system issues, train users, and ensure efficient HMIS operations, ensuring compliance with HUD CoC standards.

Note: Wake CoC currently uses Bitfocus ClarityHS for its HUD compliant HMIS. To meet federal procurement standards, however, Wake CoC will issue a Request for Proposals (RFP) and therefore may evaluate and select a different software and vendor requiring system transition, data migration, and startup training.

Key Responsibilities

Helpdesk Management:

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Troubleshoot system access, data entry, reporting, and configuration issues.

Track and document helpdesk inquiries and resolutions for continuous improvement.

Technical Support:

Provide guidance and troubleshooting for system users experiencing technical challenges.

Assist in resolving system errors, user access issues, and data inconsistencies.

Communicate important updates and system changes to HMIS users.

Customer Service & Training:

Offer friendly, patient, and efficient support to system users.

Train agencies and HMIS participants on basic system functionality, data entry protocols, and best practices.

Help develop easy-to-follow training materials for new users.

Data Management & Reporting:

Ensure data accuracy, completeness, and consistency within HMIS.

Assist in data validation, quality control, and report generation.

Support federal reporting requirements by compiling relevant data.

System Administration Support:

Maintain user accounts, security settings, and system updates under the guidance of senior HMIS administrators.

Support local provider page setup and sharing agreements.

Support HMIS System Administrator in all other HMIS related roles and responsibilities.

About Our Team

Wake County has established a new Continuum of Care department to fulfill its role as the CoC Lead Agency and key functions as Collaborative Applicant, HMIS and Coordinated Entry Lead. The County operates under a Memorandum of Understanding with the CoC for a period of 5 years. At the end of the term, the program will be evaluated to determine if and how services will be transferred.

The CoC Lead Agency is accountable to the CoC Governing Board consisting of representatives from local government, homeless and housing service providers, people with lived experience of homelessness. The CoC Governing Board is the policy-setting and decision-making body for the Wake CoC, which is responsible to the Wake CoC Membership for fulfilling its Housing and Urban Development (HUD)-defined responsibilities. The Wake CoC Governing Board is responsible for overseeing the planning, coordination of resources, and evaluation of results for the community.

The Basics (Required Education and Experience)

• Associates degree in Computer Science, Information Systems, Computer Engineering or a related field.
• One year of experience in information systems support.
• Three years of experience in information systems support may be substituted for the combined education and experience requirements.
• Equivalent education and experience are accepted

• Please include ALL prior work experience on your application and resume.

Beyond the Basics (Preferred Education and Experience)

• Familiarity of HMIS systems and data management principles
• Familiarity with data entry and reporting principles
• Familiarity with HUD CoC and HMIS policies and procedures
• Experience in customer service, technical support, or helpdesk operations
• Understanding of Bitfocus Clarity HS software (or willingness to learn)
• Basic knowledge of HMIS systems, HUD CoC policies, and data privacy protections (training provided)
• Experience working with HUD funded programs, including but not limited to Continuum of Care and/or Emergency Solutions Grant (ESG)

How Will We Know You're 'The One'?

• Considerable knowledge of the program and issue area
• Ability to exercise judgment and discretion in applying and interpreting policies and procedures
• Ability to understand and carry out oral and written instructions
• Ability to establish and maintain effective working relationships with associates, officials and the public
• Excellent communication and interpersonal skills
• Ability to work independently and collaboratively
• Strong problem-solving and troubleshooting skills
• Ability to explain technical concepts to non-technical users

About This Position

Location: WCOB Raleigh, NC

Employment Type: Regular

Work Schedule:

Hiring Range: 56,644 - 76,467

Market Range: 56,644.00 - 96,290.00

Please include ALL prior work experience on your application and resume.

Posting Closing Date: 7:00 pm on 6/24/2025

What Makes Wake Great

Home to the State Capital, Wake County is one of the fastest growing areas in the nation and the most populous county in the state, with more than 1.1 million residents. The County has received national and international rankings and accolades from publications such as Money, Fortune, and Time magazines as being one of the best places to live, work and play. The central location of the County allows for a short drive to the spectacular mountains or coast. Wake County Government is governed by a seven-member Board of Commissioners, who are elected at-large to serve two-year terms. Wake County Government has a general operating budget of $1.874 billion, employs over 4400 employees, experiences minimal turnover, and is an award-winning leader in wellness and technology initiatives; such as offering employees and covered spouses free access to the Employee Health Center. Wake County Government offers a wide range of training and development opportunities, a stable career in public service with a balance of work and family life, flexible work schedules and a competitive salary and benefits package.

Equal Opportunity Statement

Wake County provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics.

Background Check Statement

Position may require a background check that may include: criminal, credit, motor vehicle, education, and sexual offender registry or others based on job requirements. Unless required by state law, a record of conviction will not automatically exclude you from consideration for employment. Wake County Government is an Equal Opportunity Employer.

Emergency Service Worker Statement

In the event of an emergency, as determined by the County Manager or designee, participation in preparedness and response operations should be expected. Employee may be required to fill a temporary assignment in a role different from standard duties, work hours and/or work location in preparation for, during and after the emergency. Employee may also be required to participate in relevant exercises and regular preparedness training.

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• Wake County Government

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