Lead Technical Support Analyst

Program Summary

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.

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

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 backup 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…