DSS, Inc. Benefits Overview

Provides entry-level Level 1 helpdesk support for VA medical facility customers. Triages multi-channel requests, troubleshoots and maintains software, installs tools, communicates with customers, documents solutions, and escalates issues as needed. The role requires strong customer service, analytical and communication skills, Microsoft Office proficiency, ITIL training, and experience with telephone support and software or hardware troubleshooting.

Provides Level 1 technical support for VA medical facility software users. Responsibilities include triaging helpdesk tickets, troubleshooting and resolving routine software and system issues, assisting with installations and maintenance, communicating with customers across phone, chat, and email, documenting solutions, applying ITIL practices, and escalating complex issues. The role requires managing a high-volume support queue while developing expertise in assigned products and healthcare technology environments.

Manage small to mid-sized internal and external projects through initiation, planning, execution, monitoring, and closure. Coordinate cross-functional teams, resources, meetings, communications, documentation, risks, issues, actions, and decisions. Ensure deliverables meet schedules and management objectives while maintaining project standards and repositories. Support process improvements and stakeholder communications, with travel as needed, including potentially frequent travel. Compliance with federal security, privacy, and healthcare requirements is required.