Remote IT Helpdesk Analyst for VA Health Tech

Document Storage Systems; North Palm Beach (FL); Hybrid; USD 49.000 - 59.000; Vollzeit

Benefits dieser Stelle

Meaningful work

Hybrid/Remote options

Career development and certifications

Competitive benefits package

Zusammenfassung

DSS, Inc. is seeking an Analyst to serve as a front-line representative for VA facilities using our health information software. You will triage and resolve Level 1 requests, assist with installation and troubleshooting, and escalate complex issues as needed.

You’ll work with ITIL practices, document solutions, and grow into independent ticket ownership while supporting a nationwide client base from our North Palm Beach office, with remote or hybrid options.

Qualifikationen

• High School Diploma or GED required.
• Six months of telephone-based customer support experience required.
• Experience with client-troubleshooting across interconnected systems.
• Ability to learn new software and adapt quickly.
• ITIL familiarity preferred but not required at hire.

Aufgaben

• Triage and resolve Level 1 helpdesk tickets within SLA.
• Communicate clearly with customers via phone, chat, and email.
• Assist with software installation, maintenance, troubleshooting, and repair.
• Apply ITIL incident, service, change, and problem-management practices.
• Document solutions in knowledge articles and learn from senior analysts.
• Handle a high-volume ticket queue efficiently (≈25+ emails, 15+ calls daily).

Kenntnisse

Customer-first troubleshooting

Analytical problem-solving

Communication under pressure

Time management

Team collaboration

Independence and adaptability

Microsoft Office proficiency

Ausbildung

High School Diploma or GED

Bachelor’s degree (preferred)

Tools

Citrix environment troubleshooting

SQL Server administration

Microsoft Office Suite

Jobbeschreibung

DSS, Inc. is seeking an Analyst to serve as a front-line representative for VA facilities using our health information software. You will triage and resolve Level 1 requests, assist with installation and troubleshooting, and escalate complex issues as needed.

You’ll work with ITIL practices, document solutions, and grow into independent ticket ownership while supporting a nationwide client base from our North Palm Beach office, with remote or hybrid options.