Overview
On Site
Full Time
Skills
IT Service Management
Software Development
System Integration
Continuous Improvement
Product Development
Communication
Issue Resolution
Process Improvement
Customer Support
Microsoft Servers
Curriculum
Standard Operating Procedure
SLA
Management
Privacy
HIPAA
NIST 800-53
FedRAMP
Regulatory Compliance
Training
FOCUS
Customer Service
Analytical Skill
Microsoft Office
Microsoft Excel
Microsoft Outlook
Documentation
IT Infrastructure
ITIL
Database
Customer Facing
Microsoft Windows
Operating Systems
Printers
Software Troubleshooting
Medical Records
Citrix
Terminal Server
SaaS
Cloud Computing
DSS
SAP BASIS
Job Details
Job Details
Job Location: DSS N Palm Beach - North Palm Beach, FL
Position Type: Full Time
Education Level: High School
Salary Range: Undisclosed
Travel Percentage: Negligible
Job Shift: Day
Job Category: Technical Services Support
Description
DSS, Inc. is a leading health information software development and systems integration company, offering services and solutions utilized daily by thousands of clinicians and administrative staff across both public and private sectors nationwide. We are currently seeking a Analyst to providing customer service when installing, maintaining, repairing, and troubleshooting various installed software at customer locations.
OVERVIEW
The Analyst position is an entry-level opportunity designed to build a strong foundation in ITIL practices and Continual Improvement methodologies, with a focus on how these approaches support effective product development and delivery. This role is ideal for individuals looking to grow their technical and professional skills in a dynamic environment.
Analysts will learn to triage and manage multi-channel, Level 1 customer requests for assistance with software and tools?handling a high volume of daily communication, including approximately 25+ emails and 15+ phone calls. Throughout the probationary period, successful completion of designated Knowledge and Troubleshooting assessments is required.
In addition to developing critical skills in issue resolution, process improvement, and customer support, Analysts are expected to maintain a logical, efficient approach to all duties while representing DSS, Inc. positively and professionally.
This is an excellent opportunity for candidates with Microsoft Server experience to join a collaborative, energetic team committed to resolving software-related issues?making a meaningful impact on both our clients and the patients they serve.
The Analyst will
Other Duties:
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
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.
Qualifications
Required:
Education:
Required:
Desired:
Certification(s), Licenses:
Required by end of probationary period:
Years of experience in a similar role:
PHYSICAL DEMANDS:
Standing
5% per day
Sitting
90% per day
Walking
5% per day
Stooping
0% per day
Lifting
0 times per day
Computer Work
45% per day
Telephone Work
45% per day
Reading
10% per day
Other, please specify
N/A
DSS, Inc. is an Equal Opportunity Employer.
If you need an accommodation seeking employment with DSS, Inc., please email or call . Accommodations are made on a case-by-case basis.
#MN
Job Location: DSS N Palm Beach - North Palm Beach, FL
Position Type: Full Time
Education Level: High School
Salary Range: Undisclosed
Travel Percentage: Negligible
Job Shift: Day
Job Category: Technical Services Support
Description
DSS, Inc. is a leading health information software development and systems integration company, offering services and solutions utilized daily by thousands of clinicians and administrative staff across both public and private sectors nationwide. We are currently seeking a Analyst to providing customer service when installing, maintaining, repairing, and troubleshooting various installed software at customer locations.
OVERVIEW
The Analyst position is an entry-level opportunity designed to build a strong foundation in ITIL practices and Continual Improvement methodologies, with a focus on how these approaches support effective product development and delivery. This role is ideal for individuals looking to grow their technical and professional skills in a dynamic environment.
Analysts will learn to triage and manage multi-channel, Level 1 customer requests for assistance with software and tools?handling a high volume of daily communication, including approximately 25+ emails and 15+ phone calls. Throughout the probationary period, successful completion of designated Knowledge and Troubleshooting assessments is required.
In addition to developing critical skills in issue resolution, process improvement, and customer support, Analysts are expected to maintain a logical, efficient approach to all duties while representing DSS, Inc. positively and professionally.
This is an excellent opportunity for candidates with Microsoft Server experience to join a collaborative, energetic team committed to resolving software-related issues?making a meaningful impact on both our clients and the patients they serve.
The Analyst will
- 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 e-mail.
- 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.
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
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.
Qualifications
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
Desired:
- 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)
Years of experience in a similar role:
- 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:
Standing
5% per day
Sitting
90% per day
Walking
5% per day
Stooping
0% per day
Lifting
0 times per day
Computer Work
45% per day
Telephone Work
45% per day
Reading
10% per day
Other, please specify
N/A
DSS, Inc. is an Equal Opportunity Employer.
If you need an accommodation seeking employment with DSS, Inc., please email or call . Accommodations are made on a case-by-case basis.
#MN
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.