Analyst (Technical)

DOCUMENT STORAGE SYSTEMS INC • North Palm Beach, FL

9d • $49,000 - $59,000

About The Position

The Analyst is a front-line support representative for VA medical facilities using DSS integrated software. Applying ITIL practices, the Analyst triages and resolves Level 1 requests through a helpdesk and assists customers with installing, maintaining, troubleshooting, and repairing software. The role includes working a high-volume queue, learning assigned products, documenting solutions, and escalating issues when they exceed the Analyst’s current knowledge. Analysts work with senior team members to develop the skills needed for independent ticket ownership.

The position supports DSS software used by VA medical facilities and requires compliance with security and privacy requirements under HIPAA, FedRAMP, and NIST 800-53, including required FedRAMP training. Additional advanced training may apply to high-risk roles or individuals with access to modify data or configuration baselines.

The position is based in North Palm Beach, Florida, with the flexibility to work from the office, remotely, or in a hybrid arrangement. The role is full-time, on the day shift, with negligible travel. The annualized projected salary range is $49,000 to $59,000.

Requirements

• High school diploma or GED.
• At least six months of telephone-based customer support experience.
• At least six months of experience in one or more of the following: software or hardware troubleshooting, Windows client/server environments, networking and peripherals, or database-backed applications; preferably including at least one year with database-backed applications.
• Skilled client technical troubleshooting with a customer-first approach.
• Analytical and problem-solving ability across interconnected systems.
• Ability to work accurately and sensitively under tight timelines and schedules.
• Ability to assess the importance or impact of issues and situations and take appropriate action.
• Excellent listening skills and clear, concise, timely communication.
• Ability to organize time, identify barriers to progress, and set priorities.
• Aptitude for troubleshooting and learning new software.
• Ability to adapt to a rapidly growing organization.
• Proficiency in Microsoft Office products, including Word, Excel, and Outlook.
• Ability to work independently and collaboratively as a contributing team member.
• ITIL Foundation certification; DSS-sponsored and may be earned on the onboarding timeline.
• Must be a US citizen or permanent resident authorized to work in the US without current or future visa sponsorship.
• Must be able to pass a federal background check.

Nice To Haves

• Bachelor’s degree in a relevant field, or an equivalent combination of education and experience.
• Microsoft Certified Professional (MCP), Microsoft Certified Systems Administrator (MCSA), CompTIA A+, Network+, or HDI certification.
• Citrix environment troubleshooting.
• Database or SQL Server administration.
• Working knowledge of programming languages and the software development life cycle.
• Responsible and effective use of AI tools for documentation, analysis, and client communication.
• Experience with EMR or hospital IT systems, Citrix or terminal-server environments, or SaaS/cloud-based solutions.

Responsibilities

• Triage and work assigned tickets within SLA by investigating, troubleshooting, diagnosing, and resolving routine issues; escalate promptly when an issue exceeds current knowledge.
• Communicate clearly and professionally with internal and external customers by phone, chat, and email, including de-escalating tense situations.
• Assist customers with software installation, maintenance, troubleshooting, and repair.
• Apply ITIL incident, service, change, and problem-management practices in day-to-day ticket work.
• Build working knowledge of at least one assigned product and document solutions in knowledge articles as issues are resolved.
• Shadow senior analysts on complex issues and develop toward independent ticket ownership.
• Sustain a high-volume queue of approximately 25 or more emails and 15 or more calls per day.
• Complete required security, privacy, and FedRAMP training and follow applicable controls and responsibilities.

Benefits

• Medical, dental, and vision coverage.
• 401(k).
• Paid time off and holidays.
• Company-sponsored technical and professional certifications.
• Professional and personal development opportunities, with promotion from within.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED