Skip to Main Content

Technical Assistance Specialist III

Please see Special Instructions for more details.

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.

Posting Details

Position Information

Posting Number #265-17
Classification Title Technical Assistance Specialist III
Position Title #265-17
Technical Assistance Specialist III
Program Areas IT/Systems (Program/Project)
Position Summary

PHI is seeking a part-time (50%) Technical Assistance Specialist III for C/NET. This position located in Berkeley, CA

This position reports directly to the Systems Support Manager. This position provides a full range of C/NET software training and support to customers including tasks such as testing of software, customer training, writing documentation, and various types of non-routine communications with customers and staff as required. Technical Assistant Specialist III 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 supports the Systems Support Manager by providing training to new support staff, leading projects requiring a high degree of technical knowledge and the use of the WonderDesk system.

PHI Introduction

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.

Duties & Responsibilities

Duties & Responsibilities:

Software Support users of CNExT and CAS software 75%

  • Provides regular support to ensure customer satisfaction in the use of C/NExT 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.
  • Assist 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.
  • Uses TimeTrack to produce daily reports.
  • Identifies software bugs and submits FixNotes 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 Systems Support Manager.
  • Provides CNExT and CAS software training to users.
  • Applies various diagnostic utilities (Ex: Eureka Log, SQL Profiler) to aid with troubleshooting ambiguous problems.

Software Testing Support Functions – 10%

  • Participates in software testing to ensure quality performance of the software program.
  • Provides appropriate documentation of any problems found to programmers.

Technical Duties – 10%

  • Writes e-newsletter articles as assigned or voluntarily submits ideas and articles.
  • Configures help desk software updates and test server maintenance.
  • Develops specifications and programs automatic test scripts.
  • Provides content for the customer and public websites.
  • Conducts research into a wide range of technical issues as required.
  • Develops FAQ entries for the WonderDesk system.
  • Assesses needs of current users and/or potential users of CNExT software and any related products.

Other Duties – 5%

  • Participates in continuing education classes for the purpose of self-education as it relates to job duties.
  • 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.
  • Updates contact information for users in Constant Contact and WonderDesk.
  • Provides appropriate documentation to Sales Manager regarding any potential customers as appropriate.
  • Creates graphics and materials for sales booths and other marketing purposes.
  • Provides new ideas and suggestions to improve company-wide systems and productivity.
  • Perform other related duties consistent with the scope and intent of the position.
Minimum Qualifications

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.

  • High School Degree or equivalent and/or certificate in specialized area required. Two years of education in the information technology field or an Associate’s Degree with a focus on information technology preferred.
  • Advanced PC, server, and ability to assess, troubleshoot and resolve complex software problems and make recommendations for procedures to correct problem, often under stressful and time sensitive deadlines.
  • Knowledge of Active Directory permissions and group policies.
  • Very comfortable with both SQL and Access databases (understands language differences), and the use of Management Studio.
  • Ability to work with and troubleshoot, and repair relational databases.
  • Extensive knowledge of CNExT products including registry, data entry, audit, SQL, multi-hospital and CAS software products.
  • Knowledge of national and state cancer registry practices and procedures preferred but not required.
  • Knowledge of client and server applications, data interchange and messaging, and system security.
  • Understands backup practices and able to aid customers in restoring SQL and Microsoft Access databases and files.
  • Knowledge of MS Office application compatibilities and settings.
  • Knowledge of HIPAA protected health information guidelines and practices.
  • Must be familiar with Citrix, VMware, AppV and other virtualization technologies.
  • Ability to learn and utilize supporting programs like EditWriter, FixNotes, WonderDesk, TimeTracker and many others.
  • Excellent customer service, communication and organizational/project management skills.
  • Good mathematical and analytical skills.
  • Ability to multi-task and juggle several tasks and special projects with competing deadlines.
  • Strong time management skills with the ability to prioritize demands.
  • Excellent oral, written and presentation skills.
  • Strong interpersonal skills. Can interact well with peers, other individuals and associates.
  • Ability to communicate well with customers at all levels of computer literacy.
  • Motivated, independent, and resourceful
Compensation

Compensation:

This is a non-exempt position and the hourly wage is commensurate with experience. PHI offers a generous benefits package including medical, dental, vision, short/long term disability insurance, life insurance, 403b (group retirement annuity) and partial subsidy of public transportation cost. For more information about PHI’s benefits, visit our benefits page here.

Open Date 12/13/2017
Close Date
Open Until Filled Yes
Location Berkeley
CA

Supplement Questions

Required fields are indicated with an asterisk (*).

  1. * Do you have the required education?
    • Yes
    • No
  2. * Do you have the required years of experience?
    • Yes
    • No
  3. * Do you have the necessary skills to perform this position?
    • Yes
    • No

Applicant Documents to Attach

Required Documents
  1. Resume
  2. Cover Letter
Optional Documents