Analyst

Do you have experience with Microsoft Server and an interest in Healthcare IT? Do you have strong skills in customer service, troubleshooting and critical thinking? If so, you may be a great fit for our growing Company. This is a great opportunity for an individual with Microsoft Server experience to join our family and be a part of an energetic team that resolves issues related to our software and know you will have a positive impact on our clients and the patients they serve.

POSITION SUMMARY: 

• The Analyst position is an entry level position to learn and increase skills around the ITIL and Continual Improvement methodologies and how those methods correlate to product development and delivery.
• Learn how to triage and handle multi-channel, Level 1, incoming customer requests for assistance with Software and tools.
• Represents DSS, Inc. in the most positive manner to their co-workers.
• Maintains an efficient and logical approach to all assigned duties.

DUTIES AND RESPONSIBILITIES:

• Essential Duties:
  • Shadows other TIS agents when providing customers with known solutions and updates to customer inquiries within expected timeframes.
  • Shadows other TIS agents when communicating to external and internal clients via instant message, phone and/or email.
  • Participates 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.

• Other Duties:
  • Follows guidelines in the Standard Operating Procedures manual, the Service Level Agreement and the Operating Level Agreement.
  • Performs other duties as needed.

SECURITY AND PRIVACY DUTIES AND RESPONSIBILITIES

• Individuals working for DSS will be subject to security and privacy requirements as explained in HIPAA, FedRAMP, and NIST 800-53. Additionally, they are required to undergo specific FedRAMP training to ensure compliance with all associated controls and responsibilities in the day-to-day performance of their duties. Individuals working in departments that are considered to be in the high risk category will be required to undergo advanced training based on their role and level of access. Individuals with access to modify data and the configuration baseline will require further training.

The preceding functions are examples of the work performed by employees assigned to this job classification. Management reserves the right to add, modify, change or rescind work assignments and make a reasonable accommodation as needed. 

QUALIFICATIONS: 
  Skills:

Required:

• Skilled in client troubleshooting activities with 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 in a rapidly growing organization.
• Proficient in Microsoft Office Products (Word, Excel, Outlook).
• Handle large volumes of email (approximately 25+ emails daily).
• Handle large volumes of phone calls (approximately 15+ daily).
• Work from an organizational perspective as well as independently and as a contributing team member.
• Must be able to provide documentation of your COVID-19 Vaccination Record Card to be admitted on clients’ property or provide an exemption for medical or religious reasons.  

Education:

• Required:
  • High School or GED
• Preferred:
  • Associate's degree preferred; equivalent combinations of work experience and\or education will be considered.

Certification(s), Licenses: 

• Required by end of probationary period: 
  • Information Technology Infrastructure Library (ITIL)
• Preferred:
  • Applicable industry certifications such as CompTIA, ITIL, the Microsoft Server & Client paths, Pharmacy Tech, Medical Tech, etc.

Years of experience in a similar role:

• Preferred:
  • Six months working experience within:
    • Applications using databases
    • Client assistance or customer-facing activities
    • Analyzing, troubleshooting and configuring Microsoft Windows-based operating systems (Client and Server) 
    • Analyzing, troubleshooting and configuring networks, printers, and scanners
    • Software troubleshooting
    • Electronic Medical Record Systems, or hospital IT systems
    • Citrix or other terminal server solutions
    • SaaS and Cloud based solutions

PHYSICAL DEMANDS: 

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

If you need an accommodation seeking employment with DSS, Inc., please email jobs@dssinc.com or call (561) 284-7373. Accommodations are made on a case-by-case basis.