[Remote] Helpdesk Customer Support

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, well-being, and quality of life for people throughout California, across the nation and around the world. The Helpdesk Customer Support role provides customer-facing support for CNExT and CAS software, involving troubleshooting, testing, training, and user documentation.ResponsibilitiesProvide frontline support for CNExT and CAS software to ensure high-quality customer serviceUtilize cancer registry knowledge to troubleshoot customer needs and recommend solutionsConfigure software in Citrix and other virtualized environmentsDiagnose and resolve application, network, database, PC, and thin-client issuesManage help desk tickets from intake through resolution, including documentation and follow-upIdentify defects, submit enhancement requests, and escalate complex issues when appropriateDeliver customer training and support enterprise-level projectsUse SQL Server and diagnostic tools to investigate and resolve technical issuesParticipate in software testing to confirm quality, functionality, and performanceDocument defects clearly and communicate findings to development teamsProvide end-user technical support and research complex issuesWrite SQL queries and contribute technical content for internal and customer-facing communicationsEvaluate user needs related to CNExT and associated productsTrain and mentor less experienced team membersParticipate in continuing education, conferences, and user training sessionsSupport updates to customer records and internal systemsContribute ideas to improve systems, processes, and team productivityCross train in other areas of CNET Solutions to provide coverage as neededAccess 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 policiesMaintain an active Oncology Data Specialist–Certified (ODS-C) credentialPerform other duties as assigned, including occasional overtime and weekend workSkillsMaintain an active Oncology Data Specialist–Certified (ODS-C) credentialAssociate degree with one year or high school diploma with three years of related experience requiredAdvanced troubleshooting skills across PCs, servers, networks, and relational databasesWorking knowledge of Active Directory, SQL Server, Microsoft Access, and SQL Management StudioFamiliarity with Citrix, VMware, AppV, and related virtualization technologiesKnowledge of HIPAA, health informatics, health information management, or cancer registry operationsStrong customer service, communication, organization, analytical, and time management skillsAbility to manage multiple priorities, work independently, and resolve complex issues under tight deadlinesProficiency with Microsoft Outlook, Word, Excel, Access, and SharePointAbility to work occasional overtime and weekends, as neededBachelor's degree in a related field preferredCompany OverviewPublic 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.