[Remote] Lead Technical Support Analyst

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. Responsibilities • 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 Skills • 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 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. Company H1B Sponsorship • 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. Apply tot his job Apply To this Job