Analyst

Company: DSS, Inc.
Location: North Palm Beach
Posted on: April 30, 2025

Job Description:

DSS, Inc.

Apply below after reading through all the details and supporting information regarding this job opportunity.

DSS, Inc. is a drug and alcohol free workplace (DFWP).
DSS, Inc. is an Equal Opportunity (EOE), Affirmative Action (AA) employer that invites and encourages minorities (M), women (F), veterans (V), veterans preferred (V Preferred), LGBT (Lesbian, Gay, Bisexual, Transsexual) and individuals with disabilities (H) to apply.
We are ADEA and ADA compliant.


Travel Percentage: Negligible

Job Location: DSS N Palm Beach - North Palm Beach, FL

Job Shift: Day

Position Type: Full Time

Job Category: Technical Services Support

Education Level: High School

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.




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 jobs@dssinc.com or call (561) 284-7373. Accommodations are made on a case-by-case basis.

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Keywords: DSS, Inc., Key Largo , Analyst, Professions , North Palm Beach, Florida