Helpdesk Customer Support

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.

SUMMARY:

The Helpdesk Customer Support provides customer-facing support for CNExT and CAS software, including troubleshooting, testing, training, and user documentation. This role requires an Oncology Data Specialist-Certified (ODS-C) credential and cancer registry experience. The position is responsible for resolving complex applications, databases, network, and virtualization issues. It also supports customer data conversions and update specifications, writes SQL scripts, and assists with customer implementations and strategic initiatives. The ideal candidate will demonstrate strong cancer registry knowledge, analytical ability, customer service skills, and the capacity to produce clear, accurate documentation. This position reports to the Information Technology Manager II.

This is a remote, regular full-time position based in the United States. Standard hours are Monday through Friday, 5:00 a.m. to 2:00 p.m. Pacific Time (with one-hour unpaid lunch time), with occasional overtime, weekend work, and travel as needed.

Applicants must have an active Oncology Data Specialist-Certified (ODS-C) credential and meet the other listed requirements to be considered for this position.

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 based on the candidate's knowledge, skills, experience, as well as budget availability.

Employment Type: Full Time

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following:

Software Support - 65%

• Provide frontline support for CNExT and CAS software to ensure high-quality customer service.
• Utilize cancer registry knowledge to troubleshoot customer needs and recommend solutions.
• Configure software in Citrix and other virtualized environments.
• Diagnose and resolve application, network, database, PC, and thin-client issues.
• Manage help desk tickets from intake through resolution, including documentation and follow-up.
• Identify defects, submit enhancement requests, and escalate complex issues when appropriate.
• Deliver customer training and support enterprise-level projects.
• Use SQL Server and diagnostic tools to investigate and resolve technical issues.

Software Testing - 15%

• Participate in software testing to confirm quality, functionality, and performance.
• Document defects clearly and communicate findings to development teams.

Technical Duties - 10%

• Provide end-user technical support and research complex issues.
• Write SQL queries and contribute technical content for internal and customer-facing communications.
• Evaluate user needs related to CNExT and associated products.

Other Duties - 10%

• Train and mentor less experienced team members.
• Participate in continuing education, conferences, and user training sessions.
• Support updates to customer records and internal systems.
• Contribute ideas to improve systems, processes, and team productivity.
• Cross train in other areas of CNET Solutions to provide coverage as needed.
• Access to Protected Health Information. This role requires access to Protected Health Information and compliance with all C/NET Solutions and Public Health Institute confidentiality and HIPAA policies.
• Maintain an active Oncology Data Specialist-Certified (ODS-C) credential.
• Perform other duties as assigned, including occasional overtime and weekend work.

QUALIFICATIONS To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Minimum Qualifications

• Maintain an active Oncology Data Specialist-Certified (ODS-C) credential.
• Associate degree with one year or high school diploma with three years of related experience required.

Other Required Qualifications

• Advanced troubleshooting skills across PCs, servers, networks, and relational databases.
• Working knowledge of Active Directory, SQL Server, Microsoft Access, and SQL Management Studio.
• Familiarity with Citrix, VMware, AppV, and related virtualization technologies.
• Knowledge of HIPAA, health informatics, health information management, or cancer registry operations.
• Strong customer service, communication, organization, analytical, and time management skills.
• Ability to manage multiple priorities, work independently, and resolve complex issues under tight deadlines.
• Proficiency with Microsoft Outlook, Word, Excel, Access, and SharePoint.
• Ability to work occasional overtime and weekends, as needed.
• Bachelor's degree in a related field preferred.

The Public Health Institute is committed to a policy that provides equal employment opportunities to all employees and applicants for employment without regard to race, color, sex, religion, national origin, ancestry, age, marital status, pregnancy, medical condition including genetic characteristics, physical or mental disability, veteran status, gender identification and expression, sexual orientation, and to make all employment decisions so as to further this principle of equal employment opportunity. To this end, the PHI will not discriminate against any employee or applicant for employment because of race, color, sex, religion, national origin, ancestry, age, marital status, pregnancy, medical condition including genetic characteristics, physical or mental disability, veteran status, gender identification and expression, sexual orientation, and will take affirmative action to ensure that applicants are offered employment and employees are treated during employment without regard to these characteristics.

For further information regarding Equal Employment Opportunity, copy and paste the following URL into your web browser: http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf

To apply for any position, you must create an account on the Public Health Institute's job application site. After creating your account, you may search the open positions and apply for the specific position that interests you. Please note, mailed and emailed applications will not be accepted.

We're so pleased the Public Health Institute is an organization you would like to work with. Do you have questions about this opportunity? If so, email our recruitment team at Recruitment@phi.org.

Additional information about PHI's benefits and compensation offerings can be found here.

The Public Health Institute is committed to providing access and reasonable accommodation in its services, programs, activities and employment for individuals with disabilities. To request disability accommodation in the application process, contact the Recruitment Team at least 48 hours in advance at Recruitment@phi.org.