Public Health Institute · 18 hours ago
Technical Support Analyst III
United States
Full-time
Remote
Entry, Mid Level
$34.54/hr - $50.07/hr
1+ years expThe Public Health Institute (PHI) is an independent, nonprofit organization dedicated to promoting health and well-being. The Technical Support Analyst III position provides comprehensive software training and support to customers, focusing on problem-solving, documentation, and customer satisfaction with C/NET solutions.
CommunitiesFitnessHealth Care
Responsibilities
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
Assists 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
Participates in software testing to ensure quality performance of the software program
Provides appropriate documentation of any problems found to programmers
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
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
Cross Train with Special Projects
Occasionally works more than 40 hours a week and on weekends
Performs other duties as assigned
Qualification
Required
Associate degree and 1 year of related experience with help desk, IT/software/system support or other related technical experience; or high school diploma with 3 years of related experience
Some experience with cancer registry
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
Good customer service and communications skills. Ability to communicate well with customers at all levels of computer literacy
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
Independent worker who requires little guidance
Willingness to learn information technology as it applies to this position
Ability to occasionally work more than 40 hours a week and on weekends
Preferred
Bachelor's degree
Oncology Data Specialist (ODS) certification
Company
Public Health Institute
Public Health Institute offers programs and services that aim to promote health, well-being, and quality of life
501-1000 employees
H1B Sponsorship
Public Health Institute has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (1)
2024 (1)
2023 (2)
2022 (2)
2020 (1)
Funding
Current Stage
Late StageTotal Funding
$13.4MKey Investors
The California EndowmentHealth Resources and Services Administration
2022-06-12Grant· $3.5M
2022-02-10Grant· $9.9M
Leadership Team
Mary Pittman
President and CEO
Melissa Stafford Jones
President & CEO
Recent News
vermontbiz.com
2025-06-15
Company data provided by crunchbase