Analyst

DOCUMENT STORAGE SYSTEMS INC•North Palm Beach, FL

8d•Onsite

About The Position

The Analyst role is an entry-level position designed to build skills in ITIL practices and Continual Improvement methodologies as they relate to product development and service delivery. In this role, the Analyst will triage and manage multi-channel, Level 1 customer requests through a ticketing/helpdesk system, providing timely support for software and tools. The position also includes assisting customers with software installation, maintenance, troubleshooting, and repair, while ensuring a logical and efficient approach to all tasks. Acting as a front-line representative of DSS, Inc., the Analyst delivers excellent customer service and contributes positively to team collaboration and organizational success.

Requirements

Skilled in client troubleshooting activities with a 100% focus on customer service.
Possess analytical skills.
Work effectively (maintaining accuracy and sensitivity) under tight timelines and schedules.
Determine the importance or impact of issues and situations and take appropriate actions.
Possess excellent listening skills and a commitment to communicating in a clear, concise, and timely manner at all times.
Organize time effectively while identifying barriers to progress and setting priorities.
Possess proven aptitude for understanding troubleshooting and the ability to learn new software as needed.
Be effective and willing to adapt to a rapidly growing organization.
Proficient in Microsoft Office Products (Word, Excel, Outlook).
Work from an organizational perspective as well as independently and as a contributing team member.
High School or GED.
Information Technology Infrastructure Library (ITIL) within 45 days of employment.
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.
Must be determined suitable for federal employment.

Nice To Haves

Associate’s degree preferred; equivalent combinations of work experience and/or education will be considered.
Applicable industry certifications such as CompTIA, ITIL, Microsoft Server & Client paths, Pharmacy Tech, Medical Tech, etc.

Responsibilities

Triage and manage multi-channel, Level 1 customer requests through a ticketing/helpdesk system, providing timely support for software and tools.
Assist customers with software installation, maintenance, troubleshooting, and repair.
Shadow other TIS agents when providing customers with known solutions and updates to customer inquiries within expected timeframes.
Shadow other TIS agents when communicating with external and internal clients via instant message, phone, and/or email.
Participate in training to gain company, department, and product knowledge.
Successfully complete the assigned training curriculum within the probationary period.
Successfully complete the applicable Knowledge and Troubleshooting assessments within the probationary period.
Handle large volumes of emails (approximately 25+ emails daily).
Handle large volumes of phone calls (approximately 15+ daily).
Follow guidelines in the Standard Operating Procedures manual, the Service Level Agreement, and the Operating Level Agreement.
Perform other duties as needed.
Undergo specific FedRAMP training to ensure compliance with all associated controls and responsibilities in the day-to-day performance of their duties.
Undergo advanced training based on their role and level of access if working in departments considered to be in the high-risk category.
Undergo further training if they have access to modify data and the configuration baseline.