Helpdesk Customer Support

POSITION 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.

ESSENTIAL DUTIES & RESPONSIBILITIES

• 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.

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.
• 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.

EEO STATEMENT

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.

ADA STATEMENT

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.