Analyst - Military veterans preferred

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.

The Analyst role is an entry-level position designed to build skills in ITIL practices and Continual Improvement methodologies as they relate to product development and service delivery. In this role, the Analyst will triage and manage multi-channel, Level 1 customer requests through a ticketing/helpdesk system, providing timely support for software and tools. The position also includes assisting customers with software installation, maintenance, troubleshooting, and repair, while ensuring a logical and efficient approach to all tasks. Acting as a front-line representative of DSS, Inc., the Analyst delivers excellent customer service and contributes positively to team collaboration and organizational success.

The Analyst will be:

• 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.

• 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.