Analyst
Analyst
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Job Description
Job Details
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 are currently seeking a Analyst toproviding customer service when installing maintaining repairing and troubleshooting various installed software at customer locations.
OVERVIEW
The Analyst position is an entrylevel opportunity designed to build foundational knowledge in ITIL and Continual Improvement methodologies with a focus on how these practices support effective product development and delivery. The role requires successful completion of designated Knowledge and Troubleshooting assessments within the probationary period. Analysts will manage high volumes of communication daily including approximately 25 emails and 15 phone calls while developing key skills in issue resolution process improvement and customer support within a dynamic technical environment.
The Analyst will
- The Analyst position is an entrylevel position to learn and increase skills around the ITIL and Continual Improvement methodologies and how those methods correlate to product development and delivery.
- Entrylevel position triaging and handling multichannel Level 1 incoming customer requests for assistance with Software and tools using a ticketing system/helpdesk environment.
- Entrylevel position providing customer service when installing maintaining repairing and troubleshooting various installed software at customer locations.
- Maintains an efficient and logical approach to all assigned duties.
- Represents DSS Inc. in the most positive manner to their coworkers.
- Shadows other TIS agents when providing customers with known solutions and updates to customer inquiries within expected timeframes.
- Shadows other TIS agents when communicating with 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.
- Handle large volumes of emails (approximately 25 emails daily).
- Handle large volumes of phone calls (approximately 15 daily).
Other Duties:
- Follows guidelines in the Standard Operating Procedures manual the Service Level Agreement and the Operating Level Agreement.
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 80053. Additionally they are required to undergo specific FedRAMP training to ensure compliance with all associated controls and responsibilities in the daytoday 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 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.
Education:
Required:
- High School or GED
Desired:
- Associates degree preferred; equivalent combinations of work experience and/or education will be considered.
Certification(s) Licenses:
Required:
- Information Technology Infrastructure Library (ITIL) within 45 days of employment
Desired:
- Applicable industry certifications such as CompTIA ITIL Microsoft Server & Client paths Pharmacy Tech Medical Tech etc.
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 emailor call. Accommodations are made on a casebycase basis.
#MN
Required Experience:
IC
Employment Type
Full-Time
