[Remote] Lead Technical Support Analyst

🌍 Remote, USA 💹 Full-time 🕐 Posted Recently

Job Description

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 and well-being. The Lead Technical Support Analyst serves as the lead for the support team, providing software training and support to customers, leading projects, and ensuring customer satisfaction with C/NET Solutions software.

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
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
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
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

Bachelor's degree plus 3 years or high school diploma plus 7 years of related experience
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
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
Willingness to learn information technology and Cancer Registry as it applies to this
Oncology Data Specialist (ODS) certification strongly preferred

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.

Public Health Institute has a track record of offering H1B sponsorships, with 1 in 2025, 1 in 2024, 2 in 2023, 2 in 2022, 1 in 2020. Please note that this does not guarantee sponsorship for this specific role.

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