Analyst (Technical)

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 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:

Triage and work assigned tickets within SLA: investigate, troubleshoot, diagnose, and resolve routine issues, drawing on more experienced team members and escalating promptly when an issue exceeds current knowledge.

• Communicate clearly and professionally with internal and external customers by phone, chat, and email, including de-escalating tense situations.

• Assist customers with software installation, maintenance, troubleshooting, and repair.

• Learn to apply ITIL incident, service, change, and problem-management practices in day-to-day ticket work.

• Build working knowledge of at least one assigned product, documenting solutions in knowledge articles as issues are resolved.

• Shadow and learn from senior analysts on complex issues, building towards independent ticket ownership.

• Sustain a steady, high-volume queue (approximately 25+ emails and 15+ calls per day).

​​​​​​​Security and Privacy Responsibilities:

Individuals working for DSS or any Subsidiary 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.

Required Skills:

• Skilled client technical troubleshooting with a customer-first approach.

• Proven analytical and problem-solving ability across interconnected systems.

• 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.

Preferred Skills:

• Citrix environment troubleshooting; database or SQL Server administration.

• Working knowledge of programming languages and the software development life cycle.

• Responsible, effective use of AI tools for documentation, analysis, and client communication

Education:

• Required: High School Diploma or GED.

• Preferred: Bachelor’s degree in a relevant field, or an equivalent combination of education and experience.

Certification(s), Licenses:

• Required: ITIL Foundation (DSS-sponsored and may be earned on our onboarding timeline).

• Preferred: Microsoft Certified Professional (MCP), Microsoft Certified Systems Administrator (MCSA), CompTIA A+, Network+, or HDI certification.

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.

Preferred:

• EMR or hospital IT systems, Citrix or terminal-server environments, or SaaS/cloud-based solutions.

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 [email protected] or call (561) 284-7373. Accommodations are made on a case-by-case basis.