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# Analyst (Technical)

- **Company:** DSS, Inc.
- **Location:** West Palm Beach, FL, United States
- **Salary:** $49,000 - $59,000
- **Contract:** Permanent contract
- **Skills:** Microsoft Word, Microsoft Excel, Artificial Intelligence, Microsoft Outlook, Software as a Service, Cloud Computing, Databases, Citrix Systems, Software Engineering, Peripherals, Information Technology, SQL Server Management Studio (SSMS), Server Operating Systems & Platforms, Windows Client, Programming Languages
- **Published:** October 28, 2026
- **Apply:** https://www.dice.com/job-detail/1792d42c-7894-493f-8a71-7a05680aa3ef

## About the Role

* 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.

## Description

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., 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.