Lead Technical Support Analyst

The Public Health Institute (PHI) is an independent, nonprofit organization dedicated to promoting health, well-being, and quality of life for people throughout California, across the nation and around the world. As one of the largest and most comprehensive public health organizations in the nation, we are at the forefront of research and innovations to improve the efficacy of public health statewide, nationally, and internationally.

PHI was distinguished as one of the top 50 “Best Non-Profit Organizations to Work For” by the Non-Profit Times in a national search.

Position Summary

C/NET Solutions CNExT Cancer Registry software is used by Cancer Registrars for meeting mandated cancer reporting as well as analysis of the cancer population at their medical center. Together with our Cancer Alert System, efficiency in identifying and reporting of cancer is realized. We meet HIPAA and security regulations and allow remote access. All C/NET Solutions software can be run in mixed technology environments where the highest standards in database security or remote access are required.

The Lead Technical Support Analyst serves as the lead for the support team. This position provides a full range of C/NET software training and support to customers. Testing of software, customer training, writing documentation, and various types of non-routine communications with customers and staff are required. The Lead Technical Support Analyst must show proven analytical and problem-solving abilities as well as the ability to develop specifications work with multiple layers of network and application infrastructure and advanced knowledge of SQL. This position supports C/NET Solutions and our customers by providing training to new support staff and leading projects that require a high degree of technical knowledge and the use of helpdesk systems. The Lead Technical Support Analyst reports directly to the Information Technology Manager.

This is a remote, regular full-time position with a work schedule of 40 hours per week. The incumbent must be able to work during core business hours, 6am to 3pm, for the Pacific Time zone; and work more than 8 hours a day, 40 hours a week, and on weekends as needed. Occasional travel may be required. Candidates in the United States (all Time Zones) are welcome to apply.

Full salary range for this position: $86,029 to $127,149 per year. The typical hiring range for this position is from $86,029 (minimum) to $106,589 (midpoint), based on 100% FTE. The starting salary is determined using a variety of factors, such as the candidate’s knowledge, skills, and experience, as well as internal equity consideration and budget availability.

Employment Type: Full Time

Essential Duties & Responsibilities

Software Support Users of CNExT and Cancer Alert System (CAS) software – 65%

• Leads high level customer and company projects by acting as Project Lead.
• Leads direct communication with customers regarding customer needs or training.
• Leads ticket distributions to Support Team.
• Leads weekly ticket review calls.
• Provides advice and support for ticket questions.
• Acts as back up to Support Team Manager.
• Provides regular support to ensure customer satisfaction in the use of CNExT and CAS software.
• Conducts needs analysis to determine appropriate solution requirements for new or existing clients.
• Consults with decision makers and customer’s IT staff on implementation strategies and timelines.
• Performs Project Lead duties, coordinating resources and tracking project deliverables when working on complex projects with enterprise customers.
• Proactively contacts clients during the implementation process to assess their satisfaction and/or training needs.
• Configures and installs software implemented via Citrix and Virtualization platforms.
• Assists with troubleshooting of network and database connections as well as any PC and/or client issues related to CNExT and CAS software.
• Understands Active Directory and user access/permissions in relation to network resources.
• Logs all calls and assigns job numbers for called-in problems in CNET’s trouble ticketing application.
• Identifies software bugs and submits software modification (FixNotes) requests to the Programming department.
• Documents resolutions for all reported support requests. Analyzing trends to prevent any future problems.
• Escalates software problems raised by users.
• Provides CNExT and CAS software training to users and staff.
• Understands SQL server’s and troubleshoot issues related to/impacting CNExT and CAS.
• Applies various diagnostic utilities (Ex: Eureka Log, SQL Profiler, Edit Writer) to aid with troubleshooting ambiguous problems.

Software Testing Support Functions – 20%

• Participates in software testing to ensure quality performance of the software program.
• Provides appropriate documentation of any bugs or problems to Programming Team.
• Tests or assigns testing of off-cycle edit metafile testing and files needed to resolve software ‘bugs’.
• Makes software releases available to customers and sends announcements of the release.

Technical Duties – 10%

• Provides end-user support to resolves technical issues.
• Conducts research into a wide range of technical issues as required.
• Assesses needs of current users and/or potential users of CNExT software and any related products.
• Writes SQL queries as needed.

Other Duties – 5%

• Participates in continuing education classes for the purpose of self-education as it relates to job duties.
• Writes e-newsletter articles for customers.
• Provides content for the customer and public websites.
• Trains less experienced technicians and provides information to other technicians.
• Conducts training courses, user meetings, and attends special conferences on behalf of C/NET Solutions.
• Provides appropriate documentation regarding any potential customers as appropriate.
• Provides new ideas and suggestions to improve company-wide systems and productivity.
• Performs other related duties consistent with the scope and intent of the position.
• Participates in cross-training with Special Projects team.
• Access to Protected Health Information. This job requires access to Protected Health Information. Employees are responsible for reading, acknowledging and complying with all C/NET Solutions and Public Health Institute polices pertaining to confidentiality and the Health Insurance Portability and Accountability Act (HIPAA).
• Perform other duties as assigned.

Minimum Qualifications

• Bachelor’s degree plus 3 years or high school diploma plus 7 years of related experience.

Other Required Qualifications

Job-related knowledge:

• Advanced PC, server, and network troubleshooting
• Knowledge of Active Directory permissions and group
• Knowledge of SQL and Access databases (understands language differences) and the use of SQL Management Studio.
• Ability to work with and troubleshoot and repair relational
• Extensive knowledge of CNExT products including registry, data entry, audit, SQL, multi-hospital, and CAS software products.
• Knowledge of national/state cancer registry practices and procedures preferred, but not
• Knowledge of server applications, data interchange and messaging, and system
• Understands backup practices and aids customers in restoring SQL and Microsoft Access
• Knowledge of HIPAA protected health information guidelines and
• Knowledge of Health Informatics, Health Information Management or Cancer
• Must be familiar with Citrix, VMware, AppV, and other virtualization
• Ability to learn and utilize supporting programs like EditWriter, FixNotes, Helpdesk, and many others.
• Working knowledge of Microsoft Outlook, Word, Excel, Access and

Job-related skills, including language, mathematical and reasoning (analytical) skills:

• Good customer service and communications
• Excellent organizational/project management
• Good mathematical and analytical
• Ability to assess, troubleshoot and resolve complex software problems and make recommendations for procedures to correct problems, often under stressful and time sensitive deadlines.
• Strong time management skills with the ability to prioritize

Other:

• Willingness to learn information technology and Cancer Registry as it applies to this

Preferred Qualifications

• Oncology Data Specialist (ODS) certification strongly preferred.

FAIR LABOR STANDARDS ACT (FLSA) STATUS

This position is classified as exempt based on the job duties. However, based on the FTE, salary level of the employee, or federal/state/local laws, the employee may be classified as nonexempt.

EEO Statement

The Public Health Institute is committed to a policy that provides equal employment opportunities to all employees and applicants for employment without regard to race, color, sex, religion, national origin, ancestry, age, marital status, pregnancy, medical condition including genetic characteristics, physical or mental disability, veteran status, gender identification and expression, sexual orientation, and to make all employment decisions so as to further this principle of equal employment opportunity. To this end, the PHI will not discriminate against any employee or applicant for employment because of race, color, sex, religion, national origin, ancestry, age, marital status, pregnancy, medical condition including genetic characteristics, physical or mental disability, veteran status, gender identification and expression, sexual orientation, and will take affirmative action to ensure that applicants are offered employment and employees are treated during employment without regard to these characteristics.

For further information regarding Equal Employment Opportunity, copy and paste the following URL into your web browser: http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf

ADA Statement:

The Public Health Institute is committed to providing access and reasonable accommodation in its services, programs, activities and employment for individuals with disabilities. To request disability accommodation in the application process, contact the Recruitment Team at least 48 hours in advance at Recruitment@phi.org.

#LI-REMOTE

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We’re so pleased the Public Health Institute is an organization you would like to work with. Do you have questions about this opportunity? If so, email our recruitment team at Recruitment@phi.org.

Additional information about PHI’s benefits and compensation offerings can be found here.