Note: The job is a remote job and is open to candidates in USA. 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. The Helpdesk Customer Support role provides customer-facing support for CNExT and CAS software, involving troubleshooting, testing, training, and user documentation.
Responsibilities
- Provide frontline support for CNExT and CAS software to ensure high-quality customer service
- Utilize cancer registry knowledge to troubleshoot customer needs and recommend solutions
- Configure software in Citrix and other virtualized environments
- Diagnose and resolve application, network, database, PC, and thin-client issues
- Manage help desk tickets from intake through resolution, including documentation and follow-up
- Identify defects, submit enhancement requests, and escalate complex issues when appropriate
- Deliver customer training and support enterprise-level projects
- Use SQL Server and diagnostic tools to investigate and resolve technical issues
- Participate in software testing to confirm quality, functionality, and performance
- Document defects clearly and communicate findings to development teams
- Provide end-user technical support and research complex issues
- Write SQL queries and contribute technical content for internal and customer-facing communications
- Evaluate user needs related to CNExT and associated products
- Train and mentor less experienced team members
- Participate in continuing education, conferences, and user training sessions
- Support updates to customer records and internal systems
- Contribute ideas to improve systems, processes, and team productivity
- Cross train in other areas of CNET Solutions to provide coverage as needed
- Access to Protected Health Information. This role requires access to Protected Health Information and compliance with all C/NET Solutions and Public Health Institute confidentiality and HIPAA policies
- Maintain an active Oncology Data Specialist–Certified (ODS-C) credential
- Perform other duties as assigned, including occasional overtime and weekend work
Skills
- Maintain an active Oncology Data Specialist–Certified (ODS-C) credential
- Associate degree with one year or high school diploma with three years of related experience required
- Advanced troubleshooting skills across PCs, servers, networks, and relational databases
- Working knowledge of Active Directory, SQL Server, Microsoft Access, and SQL Management Studio
- Familiarity with Citrix, VMware, AppV, and related virtualization technologies
- Knowledge of HIPAA, health informatics, health information management, or cancer registry operations
- Strong customer service, communication, organization, analytical, and time management skills
- Ability to manage multiple priorities, work independently, and resolve complex issues under tight deadlines
- Proficiency with Microsoft Outlook, Word, Excel, Access, and SharePoint
- Ability to work occasional overtime and weekends, as needed
- Bachelor's degree in a related field preferred
Company Overview
Public Health Institute offers programs and services that aim to promote health, well-being, and quality of life It was founded in 1964, and is headquartered in Washington, District of Columbia, USA, with a workforce of 501-1000 employees. Its website is http://www.phi.org.