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Technical Support Analyst III

Posting Number: #1297

Position Title: Technical Support Analyst III

Closing Date: Until Filled

Location: Berkeley, CA (Remote)

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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.

Position Summary

The Technical Support Analyst III position reports directly to the Lead Technical Support Analyst. This position provides a full range of C/NET software training and support to customers including tasks such as testing of software, customer training, writing documentation, and various types of non-routine communications with customers and staff as required. Technical Support Analyst III must show proven analytical and problem-solving abilities as well as the ability to develop specifications for data conversions and updates, work with multiple layers of network and application infrastructure, and the ability to write SQL scripts. This position requires the need for detailed documentation and efficient responses to customer and company requests. This position supports C/NET Solutions and our customers by providing training to new support staff, leading projects requiring a high degree of technical knowledge and the use of helpdesk systems.

This is a remote position. This position may occasionally require working more than 40 hours a week and on weekends.

Pay: $31.29 to $38.33 per hour. The typical hiring range for this position is $31.29 to $38.33 per hour (with an approximate annualized salary of $65,086 to $79,722 based on 100% FTE). The starting wage is determined based on the candidate’s knowledge, skills and experience.

Employment Type: Full Time

Essential Duties & Responsibilities

Software Support users of CNExT and CAS software – 70%

  • 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 Management 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.
  • Assist with troubleshooting of network and database connections as well as any pc and/or thin 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.
  • Tracks jobs assigned to him/her from start to finish.
  • Identifies software bugs and submits FixNotes requests as well as ‘wish list’ items to Programming.
  • Summarizes the reason for the call and notes any follow-up activities that may be required.
  • Documents resolutions for all reported support requests. Analyzing trends to prevent any future problems.
  • Assists the customers with problem resolutions by troubleshooting and walking through resolution with the customers.
  • Escalates software problems raised by users to the Support Team Lead or Division Director.
  • Provides CNExT and CAS software training to users.
  • Understanding of 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 – 15%

  • Participates in software testing to ensure quality performance of the software program.
  • Provides appropriate documentation of any problems found to programmers.

Technical Duties – 10%

  • Provides end-user support, resolves technical issues.
  • Writes e-newsletter articles as assigned or voluntarily submits ideas and articles.
  • Provides content for the customer and public websites.
  • 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.
  • 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.
  • Updates contact information for users in customer communication and helpdesk applications.
  • 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.
  • Occasionally works more than 40 hours a week and on weekends.

Minimum Qualifications

  • Associate degree and 1 year of related experience, or high school diploma with 3 years of related experience.
  • Ability to occasionally work more than 40 hours a week and on weekends.

Desired Qualifications

Job-related knowledge:

  • Advanced PC, server, and network troubleshooting skills.
  • Knowledge of Active Directory permissions and group policies.
  • Very comfortable with both SQL and Access databases (understands language differences) and the use of SQL Management Studio.
  • Ability to work with and troubleshoot and repair relational databases.
  • 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 required.
  • Knowledge of server applications, data interchange and messaging, and system security.
  • Understands backup practices and aids customers in restoring SQL and Microsoft Access databases.
  • Knowledge of MS Office application compatibilities and settings.
  • Knowledge of HIPAA protected health information guidelines and practices.
  • Knowledge of Health Informatics, Health Information Management or Cancer Registry.
  • Must be familiar with Citrix, VMware, AppV, and other virtualization technologies.
  • Ability to learn and utilize supporting programs like EditWriter, FixNotes, Jitbit Helpdesk, TimeTracker, and many others.
  • Working knowledge of Microsoft Outlook, Word, Excel, Access, and SharePoint.

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

  • Good customer service and communications skills.
  • Excellent organizational/project management skills.
  • Good mathematical and analytical skills.
  • Ability to assess, troubleshoot and resolve complex software problems and make recommendations for procedures to correct problem, often under stressful and time sensitive deadlines.
  • Ability to multi-task and juggle several tasks and special projects with competing deadlines.
  • Strong time management skills with the ability to prioritize demands.

Intellectual, creative, and/or communication abilities:

  • Excellent oral, written and presentation skills.
  • Creative, resourceful, and persistent.
  • Strong interpersonal skills. Can interact well with peers, other individuals, and associates.
  • Ability to communicate well with customers at all levels of computer literacy.
  • Perceives the goals and needs of the overall operation from both the central and hospital registry’s point of view.
  • Independent worker who requires little guidance.
  • Highly motivated self-starter.

Other:

  • Willingness to learn information technology as it applies to this position.
  • Bachelor’s degree preferred.
  • Certified Tumor Registrar certification preferred.

 

PHI WORKFORCE MANDATORY COVID-19 VACCINATION POLICY

Per the PHI Workforce Mandatory COVID-19 Vaccination Policy, it is a condition of employment for all domestic based employees to be fully vaccinated for COVID-19, unless they are granted a reasonable accommodation under applicable law.

New hires need to provide proof of full vaccination prior to their start date or apply for an exemption/accommodation within three business days after their start date. Depending on the circumstances, new hires who do not comply with this Policy, or who cannot be reasonably accommodated, will either have their employment suspended or terminated. Candidates who are non-compliant will have their offers rescinded.

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

To apply for any position, you must create an account on the Public Health Institute’s job application site. After creating your account, you may search the open positions and apply for the specific position that interests you. Please note, mailed and emailed applications will not be accepted.

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.

Find out more about the benefits of working at PHI.

TTH volunteers, United Against COVID

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