Analyst – IT Service Delivery

Job Description

Analyst | Document Storage Systems

The Tone:
This is an entry-level, full-time role at DSS, Inc., a leading health information software development and systems integration company. The company offers services and solutions utilized daily by thousands of clinicians and administrative staff nationwide. This role is crucial for building essential skills in ITIL practices and Continual Improvement, providing front-line customer support for software, and directly impacting healthcare delivery and patient outcomes.

The TL;DR
• Role: Full Time
• Type: Full-time
• Pay: $49000–$59000 yearly
• Mission: Triage and manage multi-channel, Level 1 customer requests, providing timely software support, installation assistance, troubleshooting, and repair.
• Tech Stack: Microsoft Office Products (Word, Excel, Outlook)

What You’ll Actually Do
• Support: Triage and manage multi-channel, Level 1 customer requests through a ticketing/helpdesk system, providing timely software and tool support.
• Assistance: Help customers with software installation, maintenance, troubleshooting, and repair, ensuring a logical and efficient approach.
• Communication: Handle large volumes of daily customer inquiries via email (approximately 25+) and phone calls (approximately 15+), shadowing senior agents for known solutions and updates.
• Development: Participate in training to gain company, department, and product knowledge, successfully completing assigned curriculum and assessments within the probationary period.
• Compliance: Follow established guidelines in the Standard Operating Procedures manual, Service Level Agreement, and Operating Level Agreement.

The Must-Haves
• Background: Entry-level position focused on building ITIL and Continual Improvement skills. High School Diploma or GED required.
• Experience: 1 year in a similar role. Information Technology Infrastructure Library (ITIL) certification required within 45 days of employment.
• Skills: Client troubleshooting with a 100% focus on customer service, analytical thinking, effective time organization while identifying barriers and setting priorities, proven aptitude for understanding troubleshooting and learning new software, proficiency in Microsoft Office Products (Word, Excel, Outlook), excellent listening and clear, concise, and timely communication.
• Bonus: Associate’s degree preferred, or equivalent combinations of work experience and/or education will be considered. Desired industry certifications include CompTIA, ITIL, Microsoft Server & Client paths, Pharmacy Tech, or Medical Tech.