Support Desk Data Analyst

DPP is seeking a Support Desk Data Analyst to provide engineering and steady state technical services to 94 distributed US attorney's offices.

Location:
Onsite for training; transition to hybrid in Columbia, SC
Duration: 2+ months
Term: W2 contract
Work Authorization: US Citizen; must be able to obtain/maintain Top Secret Security Clearance

Position summary:

• The Support Desk Data Analyst will analyze service desk performance and operational data to identify trends and opportunities for improvement.
• Support quality assurance initiatives by ensuring processes and deliverables meet established standards.
• Develop reports and provide data-driven insights to support operational decision-making.
• Collaborate with technical teams to improve service quality, efficiency, and customer satisfaction.
• Recommend process improvements that enhance performance and streamline operations.
• Contribute to a high performing support environment through analytical problem solving and continuous improvement efforts.

Responsibilities:

• Perform validation of the service desk to include services, processes, metrics, and customer satisfaction based on business requirements.
• Communicate with analysts and engineers about formal evaluation plans, problems, and results.
• Devise creative solutions to problems.
• Assist with roll-out of systems documentation.
• Produce lists of service deficiencies that are to be resolved and provides recommendations to incorporate changes to established processes.
• Generate and interpret complex reports on both current and historical data.
• Perform technical evaluations on assigned personnel.
• Develop standards, methods, and procedures to improve product and service quality, readiness, and availability.
• Identify, diagnose and develop plans to resolve problems in response to customer reported incidents; research, evaluate and provide feedback on problematic trends and patterns across the environment and develops and implement measures to remediate.
• Collaborate with Support teams to foster a team-based approach to high quality solutions and drive appropriate changes to ensure high quality deliverables.

Required skills, knowledge, and abilities:

• Experience with data analysis methods, principles, and practices, including statistical analysis and sampling techniques.
• Experience with inspection, test, and measurement techniques.
• Knowledge of the relationship of quality assurance to other activities across the organization.
• Skill in interpreting and applying product specifications, regulations, and policy guidance into the quality assurance plan.
• Skill in conducting studies and investigations, problem and trend analysis, and developing documented recommendations.
• Strong oral and written communication.
• Experience with technical evaluation processes, techniques, and reporting.
• Able to validate data quality and consistency of customer data.
• Able to review, analyze, and report on quality discrepancies, trends, and data.
• Able to investigate problems and develop disposition and corrective actions for recurring discrepancies.
• Able to interface with stakeholders to ensure requirements are met.
• Able to recommend corrective actions, dispositions, process optimization and modifications.
• Able to handle multiple project deadlines with minimal supervision.

Minimum required work experience & knowledge:

• 2-4 years of experience in a technical support position
• Must be able to write T-SQL queries (simple/intermediate/complex) against various Microsoft databases and Data Warehouse databases.
• 1–2 years of demonstrated experience with relational database queries and transactions, including stored procedures using SQL Server 2019 databases.
• Demonstrated experience designing, creating, testing, and implementing simple/complex reports using SQL Server Reporting Services.
• Candidates need quantitative, teamwork and problem-solving abilities, as well as a thorough knowledge of relational database theory and practice.

Preferred experience & certifications:

• Information Technology Infrastructure Library V4 (ITIL
  4) certification.
• Support Desk experience either with reporting or as an analyst.
• Previous experience with System Center Service Manager (SCSM).
• Previous experience with Cireson Portal.

Interested? Learn more:
Click the apply button or contact Harrison at to learn more about this position (#26-00844).

Work Authorization: US Citizen;
Must be able to obtain/maintain a Top Secret Security Clearance. EOE/AA/V/D

DPP offers a range of compensation and benefits packages to our employees and their eligible dependents. Call today to learn more about working with DPP.