Analyst (Technical)

Document Storage Systems • North Palm Beach, FL

8d

About The Position

DSS, Inc. is a health information software development and systems integration company whose solutions are used by clinicians and administrative staff at VA medical facilities. The Analyst is a front-line representative who supports customers using DSS integrated software. Working alongside more experienced team members and applying ITIL practices, the Analyst triages and resolves Level 1 requests through the helpdesk and assists customers with software installation, maintenance, troubleshooting, and repair.

The role handles a steady, high-volume queue of approximately 25 or more emails and 15 or more calls per day. Analysts develop working knowledge of at least one assigned product, document solutions in knowledge articles, and learn from senior analysts while progressing toward independent ownership of tickets. Work may be performed from the North Palm Beach, Florida office, remotely, or in a hybrid arrangement.

Employees are subject to security and privacy requirements under HIPAA, FedRAMP, and NIST 800-53, including required FedRAMP training. Employees in high-risk departments may need advanced role- and access-based training; additional training is required for those with access to modify data and configuration baselines. The listed duties are examples, and management may change work assignments or provide reasonable accommodation as needed.

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 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.
• ITIL Foundation certification; DSS-sponsored and may be earned on the onboarding timeline.
• 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 take appropriate action.
• Excellent listening skills and a commitment to clear, concise, timely communication.
• Ability to organize time, identify barriers to progress, and set priorities.
• Aptitude for troubleshooting and learning new software as needed.
• Ability to adapt to a rapidly growing organization.
• Proficiency with Microsoft Office products, including Word, Excel, and Outlook.
• Ability to work independently, organizationally, and as a contributing team member.
• Must be a U.S. citizen or permanent resident authorized to work in the U.S. 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 service-level agreements by investigating, troubleshooting, diagnosing, and resolving routine issues; consult more experienced team members and escalate issues promptly when they exceed 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 daily ticket work.
• Build working knowledge of at least one assigned product and document issue resolutions in knowledge articles.
• 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 applicable security, privacy, and FedRAMP training and comply with associated requirements.

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 opportunities.

What This Job Offers

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