Technical Support Analyst (Helpdesk)

Bitfocus is dedicated to ending homelessness by building and supporting Clarity Human Services, a vital technology platform used by communities to connect individuals with essential resources. We are seeking a Technical Support Analyst to join our fully remote team, where you will serve as a primary point of contact for customers navigating complex technical challenges and reporting requirements.

Key responsibilities

• Resolve customer support tickets by researching issues, deploying solutions, and escalating complex bugs to the development team via Jira.
• Guide users through software navigation, data output management, and HUD reporting processes to ensure efficient service delivery.
• Identify and document software bugs with high attention to detail to facilitate effective resolution by engineering teams.
• Contribute to the company knowledge base by creating user guides, FAQs, and articles to improve self-service support.
• Participate in pre-release testing and provide actionable feedback to improve the overall customer experience.

Requirements

• At least 1 year of experience in a customer-facing support role involving technical troubleshooting.
• A degree or certification in computer science, information technology, or equivalent professional experience.
• Strong diagnostic skills with the ability to identify root causes and implement effective workarounds.
• Excellent communication skills, capable of explaining technical concepts to both technical and non-technical audiences.
• Ability to work independently and collaboratively within a fully remote, distributed team environment.

What we offer

• Comprehensive healthcare coverage, including 100% employer-paid medical, dental, and vision plans.
• Generous paid time off, including three weeks of vacation, volunteer days, and a dedicated R&R week at year-end.
• Financial security through a 401(k) retirement plan with a 4% company match.
• Monthly stipends for internet and home office expenses to support a productive remote work environment.
• Defined career growth paths and ongoing professional development opportunities.