Analyst (Clinical)

Defense Support Services, Inc.; North Palm Beach (FL); Hybrid; USD 49,000 - 59,000; Full time

Benefits offered by this job

Medical, dental, vision

401(k)

Paid time off

Job summary

Defense Support Services, Inc. seeks an Analyst (Clinical) in North Palm Beach, FL to join our IT helpdesk team. You will triage Level 1 requests, assist with software installations, maintenance, and troubleshooting for VA facilities.

The role emphasizes customer service excellence, ITIL practices, and rapid learning within a supportive, growing organization. Hybrid/remote options and a comprehensive benefits package are available.

Qualifications

• High School Diploma or GED required.
• Associate’s degree preferred; other combos considered.
• ITIL within 45 days of employment.
• Certifications such as CompTIA, ITIL, Microsoft Server & Client paths encouraged.
• 6+ months of telephone-based customer support experience.

Responsibilities

• Triage and handle multi-channel Level 1 requests via helpdesk.
• Install, maintain, repair, and troubleshoot client software at sites.
• Provide courteous customer service and clear communications.
• Manage large volumes of emails and phone calls daily.
• Collaborate with team members and escalate as needed.

Skills

Customer service

Analytical thinking

Active listening

Time management

Teamwork

Education

High School Diploma or GED

Associate’s degree preferred

Tools

Microsoft Office

ITIL training

Job description

Analyst (Clinical)# Analyst (Clinical)DSS JH North Palm Beach - North Palm Beach, FL 33408## OverviewSalary Range$49,000.00 - $59,000.00Position TypeFull TimeJob ShiftDayEducation LevelHigh SchoolTravel PercentageNegligibleCategoryTechnical Services Support## DescriptionDSS, 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, you're a front-line representative, the person VA medical facilities reach when they have questions about their DSS integrated software. Using ITIL practices, you'll 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 doesn't stand still. We're 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 at FedHealth 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, Inc. in 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.## Qualifications**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:** Associate’s 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 individual’s 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 $49,000.00 to $59,000.00 (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:**| | || --- | --- || **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 [e-mail] or call [phone]. Accommodations are made on a case-by-case basis.