Analyst

POSITION SUMMARY:

Position Title: Analyst

• The Analyst position is an entry-level position to learn and increase skills around the ITIL and Continual Improvement methodologies and how those methods correlate to product development and delivery.
• Entry-level position triaging and handling multi-channel, Level 1, incoming customer requests for assistance with Software and tools using a ticketing system/helpdesk environment.
• Entry-level position providing customer service when installing, maintaining, repairing, and troubleshooting various installed software at customer locations.
• Maintains an efficient and logical approach to all assigned duties.
• Represents DSS, Inc. in the most positive manner to their co-workers.

DUTIES AND RESPONSIBILITIES:

Essential Duties:

• Shadows other TIS agents when providing customers with known solutions and updates to customer inquiries within expected timeframes.
• 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).

Other Duties:

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

SECURITY AND PRIVACY DUTIES AND RESPONSIBILITIES

• Individuals working for DSS 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.

QUALIFICATIONS:

Skills:

Required:

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

PHYSICAL DEMANDS: