Qureos Mentor

Housing Authority of the City of Pittsburgh (HACP)

Summary
 The primary purpose of this position is to provide case management to Section 8 participants by processing required forms and documentation. The incumbent serves as the primary contact for all client interaction with HCVP, verifying that all completed processes are in compliance with HACP and HUD regulations, and resolving customer complaints when necessary.
 All activities must support the Housing Authority of the City of Pittsburgh (“HACP” or “Authority”) mission, strategic goals and objectives.
 
Essential Duties and Responsibilities
 The position duties and responsibilities listed below describe the general nature and scope of work. Other responsibilities, duties and skills may be required and assigned, as needed.
 <ul>
<li>Serves as primary contact for all client communication with the HCVP department.</li>
<li>Accurately enters relevant information to complete all required documents for Housing Choice Voucher (Section 8) participants.</li>
<li>Verifies that all paperwork and processes are in compliance with HACP and HUD regulations.</li>
<li>Reports any negative conditions that affect customer satisfaction. Recommends solutions and troubleshoots problems to ensure quality customer service.</li>
<li>Completes all tasks relating to the processing of Housing Choice Voucher (Section 8) participant files including, but not limited to: Voucher Issuance, Lease-Up, Initial Certification, Annual Certification, Interim Certification, Move-in, Move-Out, and End of Participation.</li>
<li>File and maintains appropriate records and documents of Housing Choice Voucher (Section 8) participants.</li>
<li>Enters and updates information in database in accordance with HUD and HACP requirements.</li>
<li>Submits monitors and corrects all submitted HUD-50058 errors in accordance with HUD regulations and HACP policies.</li>
<li>Issues RFTA forms with voucher. Receives and processes RFTA, then uses information to prepare leases and contracts.</li>
<li>Refers customers with other needs to supportive service departments.</li>
<li>Communicates with applicants, tenants, landlords, owners, and vendors when necessary.</li>
<li>Documents customer inquiries or complaints. As applicable, resolves or elevates issue is a timely manner.</li>
<li>Assists staff members in determining on-the-job working procedures and in resolving problems of the assignment.</li>
<li>Performs other duties as assigned.</li>
</ul>
Education and/or Experience
 Bachelor’s Degree and a minimum of two years experience in case management or customer service. An equivalent combination of education and experience may be considered. Must possess a valid driver’s license and be insurable under the Authority’s plan.
 
Technical Skills
 To perform this job successfully, the employee should have strong computer skills (MS Word, Excel, and Outlook). Must have the ability to learn other computer software programs as required by assigned tasks. Experience with Elite Emphasys software preferred .
 
Physical Demands
 The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
 To perform this job successfully, the employee is frequently required to remain in a stationary position. Daily movements include sitting; standing; operating computers and other office equipment; moving about the office; and attending onsite and offsite meetings. The employee must be able to communicate via email and verbally via telephone. The employee must occasionally transport up to 25 pounds.
 
The Housing Authority of the City of Pittsburgh (HACP) provides equal employment opportunities (EEO) to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Housing Specialist - Section 8 (HCVP)

Summary
 
The primary purpose of this position is to manage IT End User requests; resolve IT issues/incidents (break and fix); and plan and deploy IT changes on Configuration Items (CIs) and emergency approved changes to servers, printers, and network devices. The Information Technology Senior IT Analyst will serve as the first point of contact for all Level 1 and Level 2 technology issues and requests including day-to-day/business as usual request fulfillment as well as incident resolution by investigating and resolving software and hardware problems, issues with printers, phones, peripherals, and network. Additionally, the incumbent will perform duties related to new IT initiatives and projects (including proof of concept) for IT Services Improvement through Cloud based technologies in Amazon Web Services (AWS), MS Azure, and Google Could including deployment of new software with minimal supervision.
 The selected candidate for this role will demonstrate Customer Advocacy, the ability to clearly define and analyze customer requests/issues to deliver a satisfactory outcome. The Senior IT Analyst is expected to achieve results through collaborating with cross functional teams including IT Team Members, Support Partners and other HACP departments. The Senior IT Analyst should be able to prioritize requests and incidents based on an understanding of Impact on HACP business functions and keep IT Customers informed/engaged throughout the request fulfillment or incident resolution process.
 
Essential Duties and Responsibilities: 
The position duties and responsibilities listed below describe the general nature and scope of work. Other responsibilities, duties and skills may be required and assigned, as needed.
 
<ul>
<li>Serves as the first point of contact for issues and requests of IT Customers via telephone, email, and walk-ins. Documents all issues in the Help Desk ticket tracking software. Completes Help Desk tickets by assisting IT customers /users in resolving their issues, or escalating to the corresponding IT staff. Creates and distributes written and video how-to guides for common tasks.</li>
<li>Answers, evaluates, and prioritizes incoming requests for assistance from users experiencing problems with desktop operating systems and a broad range of desktop applications, movable devices, networking, and hardware.</li>
<li>Assist users with new functions and capability of standard HACP provided software, including Google G Suite (Gmail, Meet, G drive), Zoom for Online Meetings, Microsoft Office and Emphasys Elite.</li>
<li>Handles basic system troubleshooting and configurations, organizes and maintains files, and records and maintains library of software and hardware.</li>
<li>Handles problem recognition, research, isolation, resolution, and follow-up for user problems, refers more complex problems to supervisor; analyzes issues and determines resolution or escalates to high levels.</li>
<li>Logs and tracks Help Desk tickets using a problem management database and maintains history of records and related problems.</li>
<li>Administer user names and user access to HACP systems, including networks, applications, and telephones.</li>
<li>Plan, manage and execute projects as assigned, including projects involving multiple user departments.</li>
<li>Administer the operation of the IP telephone system, including Soft-Phones, automated attendant, desktop sets and voice mail.</li>
<li>Write reports requested by users using standard reporting tools, where the reports require basic knowledge of the data structures included in HACP administrative applications.</li>
<li>Assists in analyzing and evaluating incident reports and makes recommendations to reduce Help Desk incident rates.</li>
<li>Thoroughly interviews users to collect information about the problem and leads user through diagnostic procedures to determine the source of error.</li>
<li>Assists in the development of training guidelines for new Authority systems or upgrades; trains users on software and hardware on-site or in classrooms.</li>
<li>Prepares statistical reports such as Help Desk incident reports and other operational metrics.</li>
<li>Consults with programmers to solve software errors; serves as the main point of contact for outside software and program venders to request service and evaluate products.</li>
<li>Handles IT related issues at private management sites; utilizes remote access support for software to troubleshoot and resolve issues.</li>
<li>Configure and Install personal computers, software, and peripheral technology equipment.</li>
<li>Tests software and hardware to evaluate ease of use and whether product will aid user in performing work.</li>
<li>Performs other duties as assigned.</li>
</ul>
Education and/or Experience
 
Bachelor’s Degree in management information systems, information technology, or related field and a minimum of 5 years of IT related experience. An equivalent combination of education and experience may be considered. Must possess a valid driver’s license and be insurable under the Authority’s plan.
 
Desired Certifications: Google IT Support Specialist, A+ Certification, Certification Microsoft Certified Desktop Support Technician, or Microsoft Certified Applications Specialist is required.
 
Technical Skills
 
To perform this job successfully, an individual should have proven in-depth technical knowledge of IT Endpoint as a Platform including Computer Hardware (Intel/AMD Based PCs), Operating System (Windows 10 is a Must, Basic Administration of Windows Server), Network Stack (OSI Model), Productivity Applications (Google G-Suite for Business, Microsoft Office), Instant Messaging (Slack, Google Meet/Chat), Client Server & Web Applications (HACP uses Elite from Emphasys), Electronic Document Management. Must have the ability to learn other computer software programs as required by assigned tasks.
 
Desired IT Service Management Skills include ITIL (Request, Incident, Problem & Change Management).
 
Physical Demands
 
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
 
To perform this job successfully, the employee is frequently required to remain in a stationary position. Daily movements include sitting; standing; operating computers and other office equipment; moving about the office; and attending onsite and offsite meetings. The employee must be able to communicate via email and verbally via telephone. The employee must occasionally transport up to 25 pounds.
 
Work Environment
 
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
 
Employees must have access to 24 hour reliable internet service. Employees must also have reliable transportation to and from work, as well as, to get to and from multiple HACP locations based on business needs and assignments.
 
Office Environment
 
The noise level in the work environment is usually moderate.
 Employee may be required to visit resident sites to fix reported IT issues, as needed.

Senior IT Analyst

Join Housing Authority of the City of Pittsburgh (HACP) and explore 2   exciting career opportunities. They're hiring for various roles with options for remote or on-site work. Apply today and become part of their innovative team.

Housing Authority of the City of Pittsburgh (HACP)

About Company

Housing Specialist - Section 8 (HCVP)

Senior IT Analyst