Analyst (Clinical)

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 at the VA medical facilities.
Overview
As an Analyst youre a front-line representative the person VA medical facilities reach when they have questions about their DSS integrated software. Using ITIL practices youll work alongside more experienced team members to triage and resolve multi-channel Level 1 requests through our helpdesk and help customers install maintain troubleshoot and repair the tools they rely on every day.

Conditions 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.

What We Offer

Your work supports an important mission. DSS builds and supports the software VA medical facilities rely on to care for Veterans across the country. We fight for those who fought for us and we never stop innovating how.

• Meaningful work supporting the people who care for those who served.

• The flexibility to work from our North Palm Beach FL office remotely or hybrid.

• Your career doesnt stand still. Were committed to promoting from within and investing in the professional and personal development of every team member. As you build your skills and expertise a world of opportunity opens from project management and training to installation documentation IT cybersecurity and research & development. The path forward is yours to shape.

• Competitive compensation and a full benefits package: medical dental and vision; 401(k); paid time off and holidays; and more.

• A supportive team with company-sponsored technical and professional certifications to help you keep learning.

Learn more about our work in Veteran health care atFedHealth Forward.

An Analyst will:

• 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.

• Entry-level position triaging and handling multi-channel Level 1 incoming customer requests for assistance with Software and tools using a ticketing system/helpdesk environment.

• Entry-level 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 the most positive manner to their co-workers.

• 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 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.

• Handle large volumes of emails (approximately 25 emails daily).

• Handle large volumes of phone calls (approximately 15 daily)

Security and Privacy 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.

Required Skills:

• 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 Diploma or GED.

• Preferred: 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.

Years of Experience in a Similar Role

• Minimum six months of telephone-based customer support experience.

• Minimum six months 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.

Compensation:

The salary is determined by various factors including but not limited to location the individuals particular combination of education knowledge skills competencies and experience as well as contract-specific affordability and organizational requirements. The projected compensation range for this position is $49000.00 to $59000.00 (annualized USD). The estimate displayed represents the typical salary range for this position and is just one component of DSS Inc.s total compensation package for employees.

PHYSICAL DEMANDS:

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.