Remote Technical Support Analyst – ITIL & Healthcare IT

Document Storage Systems; Florida; Hybrid; USD 49,000 - 59,000; Full time

Job summary

DSS, Inc. is seeking an Analyst to be the front-line representative for VA medical facilities using DSS integrated software. You will triage, troubleshoot, and resolve Level 1 tickets, install, maintain, and repair tools, and work with ITIL practices.

You will join a team that supports healthcare IT, with options to work from North Palm Beach office, remotely, or hybrid; requires a High School diploma and ITIL Foundation; salary range $49k-$59k plus benefits.

Qualifications

• High School Diploma or GED required.
• At least 6 months of telephone-based customer support or helpdesk experience.
• Experience with software or hardware troubleshooting.
• Ability to pass a federal background check.
• ITIL Foundation certification (DSS-sponsored) preferred or to be earned on onboarding.

Responsibilities

• Triage and resolve Level 1 tickets within SLA.
• Communicate clearly with customers by phone, chat, and email.
• Assist customers with software installation, maintenance, and troubleshooting.
• Apply ITIL incident, service, change, and problem-management practices.
• Document solutions in knowledge articles as issues are resolved.
• Shadow and learn from senior analysts to gain independent ownership.

Skills

Troubleshooting

Analytical skills

Communication

Time management

Microsoft Office

Customer focus

Independent worker

Education

High School Diploma or GED

Bachelor’s degree in a relevant field

Tools

Citrix

SQL Server

AI tools

Job description

DSS, Inc. is seeking an Analyst to be the front-line representative for VA medical facilities using DSS integrated software. You will triage, troubleshoot, and resolve Level 1 tickets, install, maintain, and repair tools, and work with ITIL practices.

You will join a team that supports healthcare IT, with options to work from North Palm Beach office, remotely, or hybrid; requires a High School diploma and ITIL Foundation; salary range $49k-$59k plus benefits.