Technical Support Analyst III

Job Details

Job : 2099

Location: Berkeley, CA;
Work From Home - USA

Full/Part Time: Full-Time

Regular/Temporary: Regular

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.

The Technical Support Analyst III position provides a full range of C/NET software training and support to customers including tasks such as testing software, customer training, writing documentation, and various types of non-routine communications with customers and staff as required. The incumbent 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 Cancer Registry knowledge and prefers candidates with Oncology Data Specialist (ODS) certification. This position also requires 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.

The Technical Support Analyst III reports directly to the IT Manager at C/NET Solutions.

This is a remote regular full-time position. Candidates in the United States are welcome to apply. The standard work schedule is expected to be Monday - Friday, 5:00am - 2:00pm, Pacific Time, including one hour of unpaid lunch break. The incumbent must be able to work occasionally more than 8 hours a day, more than 40 hours a week, and on weekends as needed.

Occasional travel may be required.

Full pay range for this position: $34.54 to $50.07 per hour. The typical hiring range for this position is from $34.54 (minimum) to $42.31 (midpoint) per hour. The starting wage 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

• 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 Fix Notes 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.
• Assess needs of current users and/or potential users of CNExT software and any related products.
• Writes SQL queries as…