Analyst, IT​/Tech, Technical Support

Overview

The Analyst role is an entry-level position designed to build skills in ITIL practices and Continual Improvement methodologies as they relate to product development and service delivery. In this role, the Analyst will triage and manage multi-channel, Level 1 customer requests through a ticketing/helpdesk system, providing timely support for software and tools. The position also includes assisting customers with software installation, maintenance, troubleshooting, and repair, while ensuring a logical and efficient approach to all tasks.

Acting as a front-line representative of DSS, Inc., the Analyst delivers excellent customer service and contributes positively to team collaboration and organizational success.

• Supportive, collaborative, and mission-driven team environment
• Opportunities for skills development, certifications, and career growth
• Meaningful work that directly impacts healthcare delivery and patient outcomes

• Shadows other TIS agents when providing customers with known solutions and updates to customer inquiries within expected time frames.
• Shadows other TIS agents when communicating with external and internal clients via instant message, phone, and/or email.
• 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).

• Follows guidelines in the Standard Operating Procedures manual, the Service Level Agreement, and the Operating Level Agreement.
• Performs other duties as needed.

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 reasonable accommodation as needed.

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 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
• Preferred: Applicable industry certifications such as CompTIA, ITIL, Microsoft Server & Client paths, Pharmacy Tech, Medical Tech, etc.

Years Of Experience In a Similar Role

• Required: 1 year

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 $45,000.00 to $59,000.00 (annualized USD). The estimate displayed represents the typical salary range for this position and is just one component of Juno Health's total compensation package for employees.

• Standing: 10% per day
• Sitting: 80% per day
• Walking: 5% per day
• Stooping: 5% per day
• Lifting:
  Ability to lift up to 20 lbs. unassisted
• Computer Work: 80% per day
• Telephone Work: 10% per day
• Reading: 10% per day

DSS Inc. is an Equal Opportunity Employer. If you need an accommodation seeking employment with DSS, Inc., please e-mail  or call . Accommodations are made on a case-by-case basis.