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Job Opening: Quality Assurance and Application Support Specialist / Technical User Support Coordinator


Do you have an eye for detail and a desire to create a seamless, trouble-free experience for end users? Are you a strong communicator and troubleshooter? Come join a team that develops, supports and utilizes custom survey applications with a major impact: they’re used in nearly every state to measure the effects of public services and supports for people with disabilities.

Who We Are

The Human Services Research Institute (HSRI) is a nonprofit organization that conducts research and evaluation to help improve health and human service systems. For nearly 20 years, we’ve partnered with states and national organizations, on the National Core Indicators project (NCI), using surveys and the resulting data to create a better service system for people with disabilities. Recently, this work has been extended to examine quality of life and outcomes for seniors and people with physical disabilities—the National Core Indicators for Aging and Disabilities (NCI-AD) project.

We are an equal opportunity employer, and our office is accessible by public transportation.

What We’re Looking For

We’re seeking a full-time (40 hours/week) QA and Application Support Specialist to help maintain custom applications developed to support data collection for NCI and NCI-AD projects and our research. Qualified candidates with disabilities are encouraged to apply.

Primary responsibilities include testing and improving HSRI’s survey applications, helping in the administration of these applications, and providing user support. This position may also involve some programming, database querying and data manipulation.

We’re looking for someone who communicates clearly and courteously, and who enjoys developing and maintaining positive relationships with clients, consultants, collaborators, and co-workers. Attention to detail is important, as the person in this role will be expected to thoroughly test new products and features.


  • Test surveys and other applications
  • Investigate—and when possible solve—end-user issues
  • Investigate—and when possible solve—potential data issues
  • Document issues, including actions taken
  • Confer with programming staff regarding program changes and problems
  • Notify appropriate staff of any problems that may impact the accuracy of data or reports
  • Set up and maintain system access for users according to established procedures and communicate with users around the country by telephone or email if issues arise.
  • Develop documentation for end-users and for internal use
  • Participate in the implementation of new systems and custom features
  • Assist with data uploads and downloads
  • Assist with data cleaning and other basic data manipulation.

Minimum Qualifications:

  • Attention to detail (QA experience a plus)
  • Exposure to, and interest in, research methodology
  • Ability to organize and prioritize tasks and requests according to established guidelines, schedules and deadlines
  • High comfort level with Microsoft Office, especially Excel
  • Experience with one or more database management systems
  • Ability to learn and utilize highly specialized software applications and remain current with end-user hardware and software products
  • Effective communication skills in both oral and written form
  • Proper English usage, vocabulary, and punctuation

Desired Qualifications:

  • Experience with SQL in an environment such as SQL Server, Oracle, or MySQL
  • Experience using one or more of the following: ASP, Visual Basic, C#, JavaScript, or related technologies
  • Experience with research and statistical testing using SPSS or other analysis software.
  • Interest in human services/social sciences

Education and Experience

Generally, the required knowledge and abilities will have been acquired through any combination of education and experience. A typical method of demonstrating these requirements would be a minimum of the following:

  • Education: Bachelor’s degree in computer science, information systems, business administration, public administration, or related field
  • Experience: Two years of end-user support or QA experience in a multi-tiered computing environment

Working Conditions

  • Work is performed in a typical office environment
  • Routine meetings are held face-to-face, by telephone, or via web conference.
  • Work is performed in a team-driven environment.

To Apply

Email your cover letter and resume, in PDF format, to, and include the job title in the subject line. Or send to: Human Services Research Institute, 2336 Massachusetts Ave., Cambridge, MA 02140

No phone calls please.

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